We are seeking a highly skilled **Cross\-Platform Contact Center Support Engineer (L2\)** with hands\-on experience across multiple Contact Center as a Service (CCaaS) platforms including:* + Five9
+ Genesys
+ Webex
+ Amazon Web Services (Amazon Connect)
The candidate will be responsible for operational support, incident management, configuration management, user administration, troubleshooting, and service improvements across enterprise contact center environments. The role requires strong technical knowledge of voice infrastructure, omnichannel routing, IVR platforms, integrations, and cloud\-based contact center technologies. **L2 Support Responsibilities****Platform Administration*** + Configure and maintain:
+ Queues
+ Skills
+ Routing profiles
+ Agent groups
+ Business hours
+ Announcements
+ Contact flows
+ Call routing strategies
+ Call routing failures
+ Voice quality issues
+ Agent login problems
+ SIP trunk issues
+ Workforce management integrations
+ CRM integration issues
+ Recording and reporting failures
+ Support platform upgrades and releases.
+ Execute DR and BCP testing activities.
+ Maintain configuration documentation.
+ Analyze contact center KPIs.
+ Review call trends and agent productivity metrics.
Support business stakeholders with reporting requests.
+
+ Campaign management
+ Skills and queues
+ IVR Studio
+ Reporting and analytics
+ Agent Desktop support
+ Routing and queue configuration
+ Workforce engagement management
+ Voice and digital channels
+ Analytics and reporting
+ User administration
+ Queue and team management
+ Agent Desktop administration
+ Digital channels support
+ Reporting and Analyzer
+ Routing profiles
+ Security profiles
+ Lambda integrations
+ Lex chatbot integration
+ CTR and reporting analysis
+ IVR Design
+ ACD Routing
+ Omnichannel Support
+ Call Recording
+ Workforce Management
+ VoIP
+ SBC
+ PSTN
+ Call Routing
+ Telephony Troubleshooting
+ Azure Fundamentals
+ API Integrations
+ Identity Management
+ Incident Management
+ Change Management
+ Problem Management
Knowledge Management
+
+ AWS Certified Solutions Architect – Associate
ITIL Foundation
+ Stakeholder management
+ Incident coordination
+ Problem\-solving mindset
+ Ability to work in 24x7 support environments
Documentation and knowledge management expertise
+
Five9 Intermediate to Advanced
Genesys Cloud CX Intermediate to Advanced
Webex Contact Center Intermediate
Amazon Connect Intermediate
Voice/SIP Troubleshooting Advanced
ITIL Processes Intermediate
ServiceNow Intermediate
Reporting \& Analytics Intermediate
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