Contact Center Support Engineer

Job Summary

The Contact Center Support Engineer provides advanced technical support for contact center platforms and related technologies. This role focuses on diagnosing and resolving complex technical issues, supporting live production environments, and collaborating with internal teams to ensure timely resolution of customer-impacting incidents.

The engineer serves as an escalation point for complex cases, performs in-depth troubleshooting, and contributes to continuous improvement through best practices, documentation, root cause analysis, and knowledge sharing.

Key Responsibilities

• Provide advanced technical support for live contact center environments, ensuring minimal impact to customer operations, agent productivity, and end-customer experience

• Troubleshoot complex issues affecting inbound and outbound call flows, including routing logic, IVR behavior, skills-based routing, queues, callbacks, and business hours

• Diagnose voice-quality and call-delivery issues such as dropped calls, one-way audio, latency, jitter, and call failures

• Support and troubleshoot integrations between contact center platforms and external systems (CRM, workforce management, reporting, and third-party APIs)

• Act as an escalation point for critical incidents impacting contact center KPIs such as service level, abandon rate, ASA, and agent availability

• Perform root cause analysis on recurring contact center issues and recommend long-term corrective and preventive actions

• Assist with configuration validation and troubleshooting related to agents, skills, queues, routing profiles, and call handling rules

• Collaborate with engineering, network, and operations teams during major incidents and platform outages

• Communicate clearly with customers regarding issue impact, workaround options, and resolution timelines, particularly during high-severity incidents

• Maintain detailed case notes, technical findings, and resolution documentation related to contact center incidents

• Participate in change management activities, including configuration changes, platform updates, and maintenance windows

• Support customers operating in multiple regions and time zones, including after-hours or on-call support when required

Required Qualifications & Skills

• Strong understanding of contact center operations, workflows, and metrics, including how technical issues directly impact agent performance and customer experience

• Proven experience troubleshooting live contact center environments where downtime or misconfiguration can impact call volumes and SLAs

• Ability to analyze call flows, routing logic, and IVR designs to identify configuration or platform-related issues

• Experience working with contact center KPIs and operational metrics (e.g., service level, ASA, AHT, abandon rate) during incident analysis

• Strong problem-solving skills with the ability to prioritize issues based on business impact and urgency

• Comfortable handling high-severity, customer-facing incidents and communicating effectively under pressure

• Ability to translate technical findings into clear, actionable explanations for customers and non-technical stakeholders

• Strong customer service mindset with empathy for both contact center agents and supervisors affected by system issues

• Excellent time management skills with the ability to manage multiple escalations and cases simultaneously

• Demonstrated ability to work independently while collaborating effectively with cross-functional teams

• Willingness to support global customers across different time zones and operational hours

• High level of professionalism, attention to detail, and commitment to service quality

Technical Skills & Experience

• Minimum of 2 years’ experience in a technical support or support engineering role within the contact center industry with strong background in the contact center platform and tools (e.g. InContact, Five9, Studio)

• Strong understanding of contact center technologies, including:

o ACD, IVR/VRU, Dialers, WFM, PBX, VoIP and other Call Center Practices

• Experience supporting cloud-based or SaaS contact center platforms

• Working knowledge of:

o Networking fundamentals (TCP/IP, SIP, DNS, firewalls)

o Basic Understanding of APIs and system integrations

o Understanding of Browser based clients for troubleshooting and reviewing logs

• Familiarity with CRM systems such as Salesforce or similar platforms is preferred but not required

• Experience supporting enterprise or global customers is an advantage