Senior Product Support Engineer
Job Description
This Senior Product Support Engineer a customer-going via role handing over expert-stage manual for cloud-based touch center answers (CCaaS), which encompass Amazon Connect, Genesys Cloud CX, Google CCAI, or NICE CXone. You’ll act as a depended on guide, troubleshoot complex troubles, manipulate incidents, and assist make certain splendid service performance and consumer pride.
🔧 Key Responsibilities
- Administer, configure, and troubleshoot CCaaS structures, chat/electronic mail channels, IVR flows, ability-based definitely routing, greetings, integrations, and extra.
- Handle problem triage, incident manipulate, escalation, and resolution all through all severity degrees, preserving client SLAs.
- Maintain consumer-coping with documentation and runbooks, and participate in quarterly industrial company critiques (QBRs) to force Customer Satisfaction (CSAT) rankings.
- Collaborate with internal groups and serve as a Subject-Matter Expert for CCaaS structures and messaging systems.
🎓 Qualifications
- Experience going for walks with cloud touch center solutions—Amazon Connect, Genesys Cloud, Google CCAI, NICE CXone, and lots of others.
- Strong knowledge of contact middle operations (IVR, routing, chat, electronic mail, reporting, KPIs).
- Excellent trouble-fixing abilities, technical troubleshooting capacity, and patron communication.
💼 Why This Role Matters
You’ll make sure reliable operation of cloud-primarily based client engagement systems for corporation customers. Through deep technical knowledge, incident control, and client interaction, you’ll help hold high service high-quality and force sturdy client relationships.
