Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms

This role is for a Krakow-based position supporting a leading financial organization's mission-critical contact center infrastructure and cloud communication platforms. The engineer will help ensure seamless communication operations across global teams and clients.

• 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 networking fundamentals.
• Experience 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 capability to act as SME for junior colleagues.
• Familiarity with ITIL incident, change, and problem management best practices.
• Excellent interpersonal skills with judgment, assertiveness, and analytical capabilities.
• Ability to work independently and effectively within a global team.
• Fluent English communication skills.

Nice to have:

• 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.

• Troubleshoot and diagnose technical issues to restore failed IT services within defined SLAs.
• Resolve incidents efficiently, collaborating with Incident Management to escalate and lead recovery efforts.
• Verify resolution effectiveness with end-users ensuring satisfaction and SLA 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 an existing legal right to work in the European Union will be considered for this role. Personal data processing complies with privacy regulations as stated by ITDS.