Sr. Product Support Engineer (Contact Center Experience, Cloud Systems)

Job Title:

Sr. Product Support Engineer (Contact Center Experience, Cloud Systems)

Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

​Job Description

• Product Support Engineer will provide support for CCaaS services to Concentrix CCaaS (Cloud Contact Center) clients in a managed services environment. Experience in contact center services support is required, along with experience supporting at least one CCaaS such as Amazon Connect, Genesys Cloud CX, Google CCAI, or NICE CXone. The position will be part of a team supporting external clients by providing administration, troubleshooting, incident management and other responsibilities.

• This position is a direct client-facing role providing application support for CCaaS platforms, Messaging platforms and other cloud or hosted applications as a service. The position must be both experienced in platform operations and support, as well as expert (SME) in multiple CCaaS and messaging platforms. Acting as a TAM and Platform support, the position is responsible for direct support, escalation and follow-through for all severities; for maintaining client relationship information and Support Desk run books (MOO) with contacts, processes, etc. The position also completes regular feedback sessions and QBR meetings with clients and is a key resource promoting CSAT scores from the client.

Requirements

• Experience with Contact Center processes in order to: 

  ·       Understand the needs/requirements of various contact center solutions 

  ·       Participate in developing solution requirements 

  ·       Design and configure cloud contact center processes to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces, and any other configurations required to support client processes. 

  ·       Implement configuration to meet those needs 

  ·       DID numbers/IVR, Call Preferences, Skill-Based Routing, Call Transfer, Live Chat, Hours of Operations, Holidays, Announcement/Greetings, Data Storage and Life Cycle, Service Quotas, system integrations, etc. 

  Understanding of Contact Center technologies and platforms, their use in a contact center solution: 

  ·       IVR and/or channel flow scripts: e.g. chat, email 

  ·       CRMs 

  ·       Telecommunications 

  ·       Skill-based routing 

  ·       Outbound campaigns 

  ·