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.

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