Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms

This is a Krakow-based hybrid work opportunity with a leading financial organization supporting mission-critical contact center infrastructure and cloud communication platforms globally.

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

Nice to have:

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

• Troubleshoot and diagnose technical issues to restore failed IT services within SLAs.
• Resolve Incidents efficiently, collaborating with Incident Management to escalate and lead operational recovery.
• Verify resolution effectiveness with end-users to ensure satisfaction and service level compliance.
• 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 and deliver training to junior team members and end users.
• Drive continuous service improvements through monitoring, tracking, and process enhancements.

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