Contact Center Engineer

Responsibilities

• Provide L1 and L2 support for contact center platforms and related applications
• Troubleshoot, analyze, and resolve technical issues to ensure service continuity
• Monitor system performance and handle incident resolution within defined SLAs
• Support configuration, maintenance, and upgrades of contact center systems
• Collaborate with internal teams to ensure platform stability and issue resolution
• Document incidents, solutions, and operational procedures
• Participate in ongoing service improvement initiatives and problem management activities
• Ensure compliance with security and regulatory requirements in a financial services environment

Qualifications

• Hands-on experience supporting Five9 contact center platform (mandatory)
• Experience in banking or fintech / regulated industry environment
• Strong understanding of contact center operations and support processes
• Experience handling L1 and L2 technical support responsibilities
• Strong troubleshooting and incident management skills

Preferred Skills

• Experience with Zendesk
• Experience with Oracle Cloud Fusion (strongly preferred along with Five9)
• Exposure to CRM and customer engagement platforms

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