CCaaS Support Lead — L3 Escalations
Lead L3 escalation support for enterprise contact-center platforms under 24×7 SLAs — owning the hardest incidents, root-cause analysis and platform-vendor escalation for Amazon Connect, Genesys Cloud and NICE CXone estates.
About Pronix.ai
Pronix.ai is a specialized AI & CX Systems Integrator helping enterprises turn AI investments into measurable business results — lower cost to serve, faster resolution times, higher customer satisfaction and automation that holds up to audit. We take programs from strategy and pilots to production outcomes across Enterprise AI & Agentic AI, CX & Contact Center AI and AI Business Automation, delivered on the platforms enterprises already run — Amazon Connect, AWS Bedrock, Genesys Cloud CX, NICE CXone, Five9, Kore.ai, Salesforce Agentforce, Microsoft Azure AI and Google Cloud — plus the enterprise AI platforms OpenAI Enterprise, Gemini Enterprise and Claude Enterprise — backed by 100+ enterprise clients worldwide with 24×7 managed operations from the US and India.
Working at Pronix in Hyderabad, India
Our India team works directly on enterprise AI and contact center programs for global clients — architecture, implementation and production support on platforms such as Amazon Connect, AWS and leading CX suites. You join delivery teams, not a bench.
Apply only through pronix.ai. Pronix never charges fees at any stage of recruitment.
See all India openings →Responsibilities
- Own L3 incident, problem and change management for enterprise CCaaS platforms — Amazon Connect, Genesys Cloud, NICE CXone, Five9 and Dynamics 365 Contact Center — under 24×7 SLA commitments.
- Lead deep technical troubleshooting across telephony, routing, IVR, integrations and the AI layer (Lex, Contact Lens, agent assist), driving root-cause analysis and permanent fixes.
- Manage escalations with platform vendors and carriers, and coordinate with client operations teams during severity-one events.
- Lead and mentor the L1/L2 support team — runbooks, knowledge articles, shift handovers and continuous improvement of monitoring and alerting.
Skills & experience
- 6+ years supporting enterprise contact-center platforms in production, with 2+ years in an L3 or escalation-lead capacity under SLA.
- Deep hands-on troubleshooting experience with at least two of: Amazon Connect, Genesys Cloud, NICE CXone, Five9, Dynamics 365 Contact Center — or similar CCaaS platforms.
- Strong incident-management discipline (ITIL or equivalent), scripting ability (Python or Node.js) and observability tooling experience.
- Proven leadership of follow-the-sun support teams serving US clients; comfort working across US and India time zones.
Expected outcomes
- Meet or exceed SLA targets for response and resolution across the supported estate.
- Reduce repeat incidents through root-cause elimination and problem management.
- Build an L1/L2 team that resolves more tickets without L3 escalation quarter over quarter.
Applicant notices
- Equal opportunity employer: All qualified applicants are considered; hiring decisions are merit-based.
- Applicant privacy: Your emailed CV is used only to evaluate your application. Privacy Policy.
- Compensation: Compensation is discussed during the process and confirmed in an offer conversation.
- Recruitment fraud: Pronix never charges fees at any hiring stage; apply only via pronix.ai.
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