Senior CCaaS Production Support Engineer

Senior CCaaS Production Support Engineer (Genesys Cloud / Amazon Connect / NICE CXone) Minnetonka Mills, MN (Onsite) Must-Have Skills (Senior CCaaS Production Support Engineer) * CCaaS Platforms: Genesys Cloud, Amazon Connect, NICE CXone * Production Support & L2/L3 Support for enterprise contact center platforms * Incident Management & Major Incident Response * Root Cause Analysis (RCA) and Problem Management * Troubleshooting call flows, routing, IVR, voice, and contact center services * Vendor Management & Escalation (Genesys, Amazon Connect, NICE, Pindrop) * Contact Center Integrations (APIs, authentication, routing, voice services) * Platform Monitoring & Operational Support * Production Deployments & Change Management * Knowledge Base, Runbooks & Operational Documentation * Cross-functional Collaboration with Infrastructure, Network, Security, and Application teams * On-call Production Support and outage management * ITSM Tools (ServiceNow, Jira, Remedy or similar) * Strong Communication & Stakeholder Management Preferred Skills * Pindrop integration/support * SIP, VoIP, WebRTC, Telephony concepts * REST APIs and JSON * Cloud platforms (AWS preferred for Amazon Connect) * Performance monitoring and operational analytics * ITIL Foundation / Incident & Problem Management knowledge