Contact center support Engineer

Contact Center Support Engineer (L1)

Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge
(preferred).

Hands-on experience in at least one contact
center platform:

·       Microsoft Dynamics 365 CC

·       Genesys Cloud

·       Amazon Connect

·       NICE CXone

User-level troubleshooting and fault isolation.

Understanding of voice and digital contact center
workflows.

Incident and Service Request Management.

Contact Center Support Engineer (L1)

IVR troubleshooting.

SIP/VoIP
fundamentals.

Contact center
reporting and monitoring.

Network
troubleshooting (WAN/LAN, CCNA knowledge).

CRM integration
awareness.

Azure Communication
Services exposure.

Microsoft Dynamics
Omnichannel experience.

Contact Center Support Engineer (L1)

Serve as the first
point of contact for contact center support incidents and service requests.

Perform user-level
troubleshooting and fault isolation across voice, chat, email, and digital
channels.

Monitor contact
center operations and identify service-impacting issues.

Log, classify,
prioritize, and track incidents through resolution.

Escalate complex
issues to L2/L3 support teams with appropriate diagnostics and documentation.

Coordinate with
business users, operations teams, telecom teams, and technology stakeholders.

Support agent
desktop, routing, IVR, omnichannel, and reporting-related issues.

Maintain knowledge
articles, operational runbooks, and support documentation.