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Production Support Engineer – CCaaS
Location
India
Posted
16 days ago
Salary
0
Seniority
Senior
Job Description
Production Support Engineer – CCaaS
Miratech
• Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability. • Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors. • Track queue performance, call volumes, and overall system health using dashboards and analytics tools. • Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews. • Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation. • Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents. • Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.
Job Requirements
- 4+ years of experience in incident response, crisis management, and vendor coordination.
- 4+ years of experience in IT operations, network monitoring, or command center environments.
- Familiarity with tools such as ServiceNow, Splunk, and Dynatrace.
- 2+ years of experience with Genesys Engage or cloud-based call center applications.
- Ability to work in a fast-paced environment and manage multiple communication channels simultaneously.
- Familiarity with AI tools such as Microsoft Copilot.
- Excellent communication and teamwork skills.
- Must be comfortable working on night shifts to support global clients.
- Nice to Have Knowledge of Amazon Connect and NICE CXone, familiarity with Azure or Google AI tools, and basic understanding of Python and Pindrop applications.
Benefits
- Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture : make the most of the flexibility that comes with remote work.
- Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
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