Sr. Product Support Engineer, Cloud Systems
Job Title:Sr. Product Support Engineer, Cloud SystemsJob DescriptionWe’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.Replacement of this role is critical to continues support of contracted managed services clients, and continuation of focus availability, CSAT and sales growth to existing clients
Hiring Requirements
Experience with Contact Center Processes
Understand the needs and requirements to run a successful contact center solution.
Contribute to developing and maintaining solution requirements.
Design and configure cloud contact center processes, including application modifications, workflow adjustments, policy updates, and system integrations like DID numbers/IVR and skill-based routing.
Understanding Contact Center Technologies
Familiarity with IVR, channel flow scripts, CRMs, telecommunications, and skill-based routing.
Experience with agent scripting, workforce, and quality management.
Operational KPIs Knowledge
Ability to interpret and explain platform reports.
Evaluate reporting needs to determine if custom reporting is required and implement as needed.
Experience with at least one top CCaaS solution such as Amazon Connect, Genesys Cloud CX, Google CCAI, or NICE CXone.
Ability to follow best practices in solutioning and security/data protection.
Understanding of call center business operations.
Experience in conducting software/call center solution testing and supporting UAT.
A Plus: Technical certifications on cloud platforms of AWS, NICE CXOne, Genesys, etc
The base salary range for this position is $100000- $120000 annual USD, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays.The deadline to apply for this position is February 20th, 2025Location:USA, TX, Work-at-HomeLanguage Requirements:Time Type:Full time2025-02-28Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.For more information regarding your EEO rights as an applicant, please visit the following websites:English (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRights6.12.pdf)Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRightsSp6.12.pdf)To request a reasonable accommodation please click here (https://jobs.concentrix.com/global/en/reasonable-accomodation) .If you wish to review the Affirmative Action Plan, please click here (https://jobs.concentrix.com/global/en/affirmative-action) .