Contact Center Support engineer

Job Details:

Must Have

Skills

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.

Strong communication and stakeholder management skills.

Nice to Have

Skills

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.

Certification in any Contact Center platform.

Detailed Job Description

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.

Participate in shift-based and on-call support as required

Minimum Years of Experience

3 years for Contact Center Support Engineer (L1)

Certifications Needed:

Any Contact Center certification for Contact Center Support Engineer (L1)

Top 3 responsibilities you would expect the Subcon to shoulder and execute

1. Incident Management

2. SLA and KPI adherence

3. Customer interactions phone/email/Chat

Interview Process (Is face to face required?)

Face to Face

Any additional information you would like to share about the project specs/ nature of work