Production Support Engineer

We are seeking a dedicated and skilled Solution Design and Production Support Engineer to join our dynamic IT team. This role will involve a combination of solution design, implementation guidance, and production support for our critical contact center systems. The ideal candidate will have a solid understanding of operational sustainability, system support, and lifecycle management, with the ability to influence peers and collaborate effectively with senior engineers and vendors.

Key Responsibilities

• Follow directions from senior staff on design patterns and reference design documentation.
• Help outline support and sustainment models for implemented services.
• Guide implementation with a focus on operational sustainability.
• Collaborate and influence peers without direct authority.
• Support changing requirements from Senior Engineers, ensuring alignment with standard design patterns.
• Provide 24/7 global support for critical contact center systems in a rotating on-call environment.
• Focus on system support, working trouble tickets, and escalating as needed, ensuring resolution within SLA.
• Act as an escalation point for incident resolution, leveraging pre-defined work instructions.
• Lead root cause analysis investigations.
• Fulfill service requests and automate them with scripts as needed.
• Engage with vendors on relevant incidents.
• Update the knowledge base and support WIKI/Confluence articles based on new processes.
• Troubleshoot, audit, and monitor system health using custom scripts or performance monitoring tools.
• Assist in creating user guides and job aids, and facilitate team training.
• Assist in updating contact flows, Lex, and other CCaaS dependencies.
• Follow directions from Senior Engineers on urgent bug fixes or critical updates and assist in their implementation.

Qualification

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Experience in system support and maintenance, preferably in a contact center environment.
• Proficiency in scripting and automation tools.
• Strong problem-solving skills and ability to conduct root cause analysis.
• Excellent communication and collaboration skills.
• Ability to work in a rotating on-call environment.
• Experience with knowledge base management and documentation.