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Servion Global Solutions Linkedin · Posted 1mo ago

Technical Specialist

Princeton, Florida, United States

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Indexed description

We are looking for an SME with 8 to 12+ years of experience in Contact Center technologies and DevOps operation, Hands-on experience with CCaaS platforms such as Genesys, Cisco, and NICE and Experience managing production environments and enterprise customers.


Technical Expertise:

Strong understanding of: Contact Center Architecture, IVR / Routing, Voice AI / Workforce Optimization & Omnichannel contact center environments

Experience with:

  • Cloud contact center platforms
  • API integrations and system integrations
  • Monitoring, observability, and operational tooling
  • Knowledge of ITIL & Agile principles.

Leadership

  • Experience leading technical support teams (L1/L2), supporting Technical Account Manager & Client Success Teams.
  • Strong ability to mentor engineers and drive operational excellence.
  • Experience managing customer-facing engagements and escalations.

Preferred Qualifications

  • Experience with Genesys Cloud, Cisco WebEx CC, NICE CXone.
  • Knowledge of DevOps automation, scripting, and CI/CD practices.
  • Familiarity with cloud platforms (AWS / Azure / GCP).
  • ITIL Certification or similar operational frameworks.
  • Experience working with global enterprise customers.

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