Senior Telecom Support Engineer – Contact Center & Cloud Platforms

This role is for a leading financial organization based in Krakow, focusing on supporting contact center infrastructure and cloud contact platform services in a global environment.

• At least 6 years of experience supporting contact center infrastructure.
• Strong troubleshooting skills with Genesys Cloud SIP, Genesys Engage, Oracle SBC, and Oracle Enterprise Manager.
• General understanding of cloud-based contact center platforms.
• Experience in data networking and carrier networks.
• Ability to manage multiple technical priorities and work independently.
• Knowledge of ITIL Incident, Change, and Problem Management processes.
• Excellent interpersonal skills, problem-solving ability, and analytical thinking.
• Fluent English language skills, both spoken and written.

Nice to have:

• Industry certifications in relevant technologies.
• Experience supporting Telecoms Contact Center platforms such as Cisco, IVR, Dialer, Nuance, Splunk.
• Working experience in an Agile environment.
• Previous involvement in large, global financial or IT organizations.
• ITIL v3 or later certification.

• Troubleshoot and diagnose technical issues related to contact center and cloud platforms to ensure seamless operation.
• Resolve incidents within established service levels, managing escalations effectively.
• Collaborate with incident management teams and vendors to escalate and resolve complex problems.
• Monitor system capacity, performance, and availability using monitoring tools.
• Create knowledge articles and provide training to junior colleagues and end users.
• Drive and track continual service improvements to optimize infrastructure integrity.
• Support shift operations and manage multiple technical priorities simultaneously.
• Act as a SME for L1 support and assist in escalation procedures.

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