Contact Centre Test Engineer

Telecommunications Support Engineer | Global Team | 24/7 Operations

Are you an experienced Telecoms / Contact Centre Engineer looking for your next challenge in a global environment?

We’re looking for a Contact Centre Test Engineer to join a global Connectivity team responsible for the services and infrastructure that enable employees and systems to communicate and operate every day.

This is a production support role focused on maintaining high availability of telecommunications and contact centre services, troubleshooting complex technical issues, and coordinating recovery with internal teams and external vendors.

Location : Kraków, Poland

Role : Hybrid, 6x per month

Contract : B2B

🔧 What you’ll be doing

• Troubleshoot, diagnose and resolve technical incidents within agreed SLAs
• Provide production support for Telecoms and Contact Centre infrastructure
• Monitor service capacity, performance and availability
• Lead or coordinate technical recovery during major incidents
• Work closely with L3 teams, Incident Management, vendors and end users
• Manage escalations and ensure effective communication throughout the resolution process
• Identify recurring problems and drive continual service improvements
• Create knowledge articles and support the development of junior engineers and end users
• Perform scheduled operational activities using enterprise monitoring and management tools
• Work in a 24/7 shift-based environment

🛠️ What we’re looking for

• 6–7 years of experience supporting Contact Centre / Telecoms infrastructure
• Strong troubleshooting experience with Genesys Cloud SIP, Genesys Engage, Oracle SBC and Oracle Enterprise Manager
• Good understanding of Genesys Cloud or other cloud-based Contact Centre platforms
• Knowledge of related technologies, including data networking and carrier networks
• Experience working with vendors and L3 technical support teams
• Understanding of ITIL Incident, Change and Problem Management
• Ability to manage multiple technical priorities in a high-pressure production environment
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills
• Ability to work independently as well as within a global, multicultural team
• Excellent spoken and written English
• Willingness to work shifts

⭐ Nice to have

Experience with technologies such as:

Genesys Engage | Genesys Cloud | Cisco | IVR | Dialers | Nuance | Splunk | Oracle SBC

Industry certifications, ITIL v3+ knowledge and experience working in Agile or large global financial/IT organisations would also be a strong advantage.

📩 Interested?

Send me a message or apply directly to find out more about the role and the team.

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