Telecommunications Support Engineer

• 6+ years of experience supporting Contact Center / Telecom infrastructure.
• Strong hands-on experience with Genesys Cloud, Genesys Engage, SIP, and SBC technologies.
• Experience with Oracle SBC or similar voice infrastructure.
• Good understanding of networking, carrier services, and cloud-based contact center solutions.
• Strong troubleshooting, analytical, and incident management skills.
• Familiarity with ITIL processes.
• Ability to work independently and collaborate with global technical teams and vendors.
• Very good written and spoken English.

• Troubleshoot and resolve complex incidents across contact center and voice platforms.
• Support and monitor production environments, ensuring service availability and performance.
• Coordinate technical escalations with internal teams, L3 support, and external vendors.
• Support incident, problem, and change management activities.
• Act as a technical SME and provide guidance to junior engineers.
• Identify opportunities for service and operational improvements.
• Work within a global support model, including shift-based coverage.

Hybrid work: 6 days per month from the office in Cracow.