Required Skills: Telephony call routing, IVR troubleshooting, real-time incident resolution

Job Description

We are seeking a highly motivated and technically skilled Production Support Analyst to join our Contact Center Technology team. This role is focused on supporting and maintaining our Genesys CTI call routing platform and IVR solutions in a dynamic, high-availability environment.

You need to have hands-on experience in telephony call routing, IVR troubleshooting, and real-time incident resolution. You’ll be part of a team responsible for ensuring seamless customer interactions through robust contact center technologies. This includes participating in live triage calls, analyzing routing logic, and collaborating with cross-functional teams to resolve issues quickly and effectively.

Key Responsibilities:

• Provide production support for Genesys CTI and IVR platforms, including real-time troubleshooting and root cause analysis.
• Participate in incident triage calls, working with operations, engineering, and vendor teams to resolve complex routing and IVR issues.
• Monitor system performance and proactively identify potential issues.
• Document incidents, resolutions, and improvement opportunities.
• Collaborate with development and infrastructure teams to support new feature rollouts and platform upgrades.
• Participate in an on-call rotation, including nights, weekends, and holidays.

Required Skills & Experience:

• 2–3 years of experience supporting Contact Center technologies, including IVR and CTI platforms.
• Strong working knowledge of Genesys Call Routing and IVR components.
• Experience with real-time troubleshooting in high-pressure environments.
• Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
• Proven problem-solving and diagnostic skills.
• Solid understanding of networking fundamentals, Windows OS, and telephony protocols.
• Proficiency in Microsoft Office, especially Excel and Visio for documentation and analysis.

Preferred Skills:

• Experience with Avaya Call Manager.
• Familiarity with GVP (Genesys Voice Platform).
• Working knowledge of SQL Server for data analysis and troubleshooting.
• Exposure to SIP, Linux, and Splunk for log analysis and system monitoring.