Senior CCaaS Production Support Engineer || Minnetonka Mills, MN

Job Title:Senior CCaaS Production Support Engineer
Location: Minnetonka Mills, MN (Onsite)
Job Type: Contract (6 Months)

Job Summary

We are seeking a Senior CCaaS Production Support Engineer to provide operational support for enterprise Contact Center as a Service (CCaaS) platforms. The ideal candidate will have extensive experience supporting Genesys Cloud, Amazon Connect, NICE CXone, Pindrop, and integrated contact center technologies while ensuring high availability, operational stability, and exceptional customer experience.

This role requires strong expertise in production support, incident management, troubleshooting, vendor coordination, platform monitoring, and cross-functional collaboration in a 24x7 enterprise environment.

Key Responsibilities

Production Support & Incident Management

• Provide advanced production support for enterprise CCaaS platforms and integrated contact center services.
• Investigate, troubleshoot, and resolve complex production incidents and customer-reported issues.
• Lead major incident bridge calls and coordinate recovery efforts across multiple technical teams.
• Perform Root Cause Analysis (RCA) and implement preventive actions for recurring issues.
• Manage incidents throughout their lifecycle, ensuring accurate documentation and timely resolution.
• Participate in on-call support rotations for critical production issues.

Platform Operations

• Monitor platform health, performance, and operational alerts across contact center environments.
• Analyze call flows, routing behavior, customer interactions, and agent experiences.
• Validate production configurations and support application deployments.
• Review planned changes for operational readiness and post-deployment verification.

Vendor & Integration Support

• Serve as the primary operational liaison for vendors including:
  • Genesys Cloud
  • Amazon Connect
  • NICE CXone
  • Pindrop
  • Other third-party contact center providers
• Coordinate vendor escalations and ensure timely issue resolution.
• Troubleshoot integrations involving:
  • Authentication
  • APIs
  • Voice services
  • Routing
  • Contact center integrations
• Ensure vendor issues are tracked and resolved within SLA timelines.

Operational Excellence

• Develop and maintain support runbooks, knowledge articles, and troubleshooting documentation.
• Identify recurring production issues and recommend platform improvements.
• Support Problem Management initiatives and continuous service improvement.
• Collaborate with engineering, infrastructure, networking, security, and application teams to resolve complex production issues.

Required Skills

• Strong experience supporting enterprise CCaaS platforms
• Hands-on expertise with:
  • Genesys Cloud
  • Amazon Connect
  • NICE CXone
  • Pindrop
• Production Support & Incident Management
• Major Incident Management and RCA
• Contact Center Operations
• Call Flow Analysis & Routing Troubleshooting
• API and Integration Troubleshooting
• Authentication & Voice Services
• Vendor Management & Escalation Handling
• Production Monitoring & Operational Support
• Knowledge Management & Documentation
• ITIL-based Service Operations
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent communication and stakeholder management skills
  
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SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.