Job Description
We are looking for a motivated Junior Technical Support Engineer with foundational experience supporting enterprise contact center platforms such as Amazon Connect, Genesys, NICE CXone , or similar technologies. In this role, you will assist in responding to and coordinating major production incidents across enterprise environments.
The ideal candidate will have strong experience in incident management, service restoration, stakeholder communication, and operational coordination within large-scale IT or contact center platforms. This role will serve as the central point of coordination during critical incidents, ensuring rapid service restoration, effective communication, and cross-functional collaboration while minimizing business impact.
Responsibilities
- Lead and coordinate major incident war rooms from initiation through service restoration.
- Assess incident severity, b...