Careers — India
CCaaS Support Lead — L3 Escalations
Hyderabad, IndiaCCaaSManaged Support
Keep enterprise contact center (CCaaS) platforms healthy in production with 24×7 delivery excellence.
Responsibilities
- Own incident, problem and change management with SLA-backed response and resolution.
- Monitor health, performance and cost; drive proactive tuning and reliability improvements.
- Partner with customer stakeholders and platform vendors on RCA and continuous improvement.
Requirements
- 3+ years supporting enterprise SaaS / cloud platforms in production, ideally under SLA.
- Hands-on with Amazon Connect, Genesys Cloud, NICE CXone or Google CCAI.
- Strong incident management, scripting (Python or Node.js) and observability tooling.
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