{"id":8729,"date":"2026-10-09T13:51:23","date_gmt":"2026-10-09T11:51:23","guid":{"rendered":"https:\/\/itds.pl\/it-jobs\/senior-telecom-support-engineer-contact-center-cloud-platforms\/"},"modified":"2026-10-09T14:07:19","modified_gmt":"2026-10-09T12:07:19","slug":"senior-telecom-support-engineer-contact-center-cloud-platforms","status":"publish","type":"matador-job-listings","link":"https:\/\/itds.pl\/pl\/praca\/senior-telecom-support-engineer-contact-center-cloud-platforms\/","title":{"rendered":"Senior Telecom Support Engineer \u2013 Contact Center &amp; Cloud Platforms"},"content":{"rendered":"<p><strong>Unleash the power of connectivity \u2014 shape the future of contact centers and cloud platforms!<\/strong><\/p> <p>Krakow-based opportunity with hybrid work model (up to 3 remote days per week).<\/p> <p>As a <strong>Senior Telecom Support Engineer<\/strong>, you will be working for our client, a leading financial organization, supporting their contact center infrastructure and cloud contact platform services. You will play a critical role in ensuring reliable communication systems and driving continuous improvement in IT services in a global environment. This is a unique chance to contribute to innovative telecommunications solutions while advancing your career in a dynamic, international setting.<\/p> <p><strong>Your main responsibilities:<\/strong><\/p> <ul> <li>Troubleshoot and diagnose technical issues related to contact center and cloud platforms to ensure seamless operation.<\/li> <li>Resolve incidents within established service levels, managing escalations effectively.<\/li> <li>Collaborate with incident management teams and vendors to escalate and resolve complex problems.<\/li> <li>Monitor system capacity, performance, and availability using monitoring tools.<\/li> <li>Create knowledge articles and provide training to junior colleagues and end users.<\/li> <li>Drive and track continual service improvements to optimize infrastructure integrity.<\/li> <li>Support shift operations and manage multiple technical priorities simultaneously.<\/li> <li>Act as a SME for L1 support and assist in escalation procedures.<\/li> <\/ul> <p><strong>You\u2019re ideal for this role if you have:<\/strong><\/p> <ul> <li>At least 6 years of experience supporting contact center infrastructure.<\/li> <li>Strong troubleshooting skills with Genesys Cloud SIP, Genesys Engage, Oracle SBC, and Oracle Enterprise Manager.<\/li> <li>General understanding of cloud-based contact center platforms.<\/li> <li>Experience in data networking and carrier networks.<\/li> <li>Ability to manage multiple technical priorities and work independently.<\/li> <li>Knowledge of ITIL Incident, Change, and Problem Management processes.<\/li> <li>Excellent interpersonal skills, problem-solving ability, and analytical thinking.<\/li> <li>Fluent English language skills, both spoken and written.<\/li> <\/ul> <p><strong>It is a strong plus if you have:<\/strong><\/p> <ul> <li>Industry certifications in relevant technologies.<\/li> <li>Experience supporting Telecoms Contact Center platforms such as Cisco, IVR, Dialer, Nuance, Splunk.<\/li> <li>Working experience in an Agile environment.<\/li> <li>Previous involvement in large, global financial or IT organizations.<\/li> <li>ITIL v3 or later certification.<\/li> <\/ul> <p><strong>Language Required for the role:<\/strong><\/p> <ul> <li>Fluent English (spoken and written).<\/li> <\/ul> <p><strong>Eligibility to work in Europe:<\/strong><\/p> <ul> <li>Only candidates with an existing legal right to work in the European Union will be considered for this role.<\/li> <\/ul> <p>#MAKEYourCareerBETTER<\/p> <p>Interested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.<\/p> <nav class=\"matador-job-navigation\"> <ul> <li> <a href=\"https:\/\/itds.pl\/pl\/?wpid=8729&amp;bhid=10066\" rel=\"button\" class=\"matador-button\" title=\"Apply Now\">Apply Now<\/a> <\/li> <li> <a href=\"https:\/\/itds.pl\/pl\/praca\/senior-telecom-support-engineer-contact-center-cloud-platforms\/\" rel=\"button\" class=\"matador-button matador-button-secondary\" title=\"More Info\">More Info<\/a> <\/li> <\/ul> <\/nav> ","protected":false},"excerpt":{"rendered":"<p>Unleash the power of connectivity \u2014 shape the future of contact centers and cloud platforms! Krakow-based opportunity with hybrid work model (up to 3 remote days per week). As a Senior Telecom Support Engineer, you will be working for our client, a leading financial organization, supporting their contact center infrastructure and cloud contact platform services. &hellip; <a href=\"https:\/\/itds.pl\/pl\/praca\/senior-telecom-support-engineer-contact-center-cloud-platforms\/\">Continued<\/a><\/p>\n","protected":false},"template":"","meta":{"_acf_changed":false,"_matador_source_id":"10066"},"matador-categories":[],"matador-locations":[40],"matador-types":[25],"matador-remote-job-possible":[181],"matador-skills":[194],"matador-seniority":[177],"matador-position":[454],"matador-technology":[3323,3324,3325,3326],"matador-contract-type":[402,431],"matador-priority":[1769],"matador-language":[179],"matador-place":[439],"matador-visibility":[704],"matador-choose-website-to-publis":[449],"class_list":["post-8729","matador-job-listings","type-matador-job-listings","status-publish","hentry","matador-locations-krakow","matador-types-contract","matador-remote-job-possible-hybrid","matador-skills-infrastructure-specialist","matador-seniority-senior","matador-position-telecommunications","matador-technology-genesys-cloud-sip","matador-technology-genesys-engage","matador-technology-oracle-sbc","matador-technology-oracle-enterprise-manager","matador-contract-type-b2b","matador-contract-type-employment-contract","matador-priority-5-paused","matador-language-english","matador-place-krakow","matador-visibility-online","matador-choose-website-to-publis-poland"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Senior Telecom Support Engineer \u2013 Contact Center &amp; Cloud Platforms | ITDS<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/itds.pl\/pl\/praca\/senior-telecom-support-engineer-contact-center-cloud-platforms\/\" \/>\n<meta property=\"og:locale\" content=\"pl_PL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Senior Telecom Support Engineer \u2013 Contact Center &amp; Cloud Platforms | ITDS\" \/>\n<meta property=\"og:description\" content=\"Unleash the power of connectivity \u2014 shape the future of contact centers and cloud platforms! 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