Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms

Unleash the Power of Connectivity — Drive Cutting-Edge Support for Global Contact Center Solutions!

Krakow-based opportunity with hybrid work model.

As a Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms, you will be working for our client, a leading financial organization, supporting mission-critical contact center infrastructure and cloud communication platforms. You’ll play a pivotal role in ensuring seamless communication operations across global teams and clients, driving operational excellence and innovative support solutions.

Your main responsibilities:

• Troubleshoot and diagnose technical issues to restore failed IT services within defined SLAs.
• Resolve Incidents efficiently, collaborating with the Incident Management team to escalate and lead operational recovery efforts.
• Verify resolution effectiveness with end-users, ensuring satisfaction and compliance with service levels.
• Monitor capacity, performance, and availability of contact center and cloud platform services using advanced monitoring tools.
• Identify, escalate, and influence third-party vendors to resolve complex problems.
• Develop and share knowledge articles, deliver training to junior team members and end users.
• Drive continuous service improvements through monitoring, tracking, and process enhancements.

You're ideal for this role if you have:

• 6+ years of experience supporting contact center infrastructure and related networking technologies.
• Strong troubleshooting skills in Genesys Cloud SIP, Genesys Engage, Oracle SBC, and related platforms.
• Knowledge of cloud-based contact center solutions and related networking fundamentals.
• Experience in diagnosing, monitoring, and resolving customer issues across diverse technical environments.
• Ability to manage multiple high-priority tasks and coordinate with vendors, Tier 3 support, and end users.
• Basic understanding of L1 support, with the capability to act as SME for junior colleagues.
• Familiarity with ITIL incident, change, and problem management best practices.
• Excellent interpersonal skills, with good judgment, assertiveness, and analytical capabilities.
• Ability to work independently and effectively within a global team.
• Respect for diverse cultures, with strong communication skills in English.

It is a strong plus if you have: (optional)

• Relevant certifications such as Genesys, ITIL, Cisco, or other industry accreditations.
• Experience with telecommunications contact center environments including IVR, Dialer, Nuance, Splunk, or Oracle SBC.
• Background working in an Agile environment within large, multinational organizations.
• ITIL v3 or later certification.

Language required for the role:

• Fluent English, both spoken and written.

Eligibility to work on this role:

• Only candidates with an existing legal right to work in the European Union will be considered for this role.

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Interested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.