Verita HR Polska is a Human Resources service provider operating under number 5694.
We are working as a recruitment provider searching on our Client’s behalf for a person in the following role:
Role overview:
We are looking for an experienced Senior Contact Center Engineer to join a global technology team responsible for supporting and maintaining business-critical contact center and voice services. The role focuses on production support, incident resolution, system monitoring, and ensuring high availability of the contact center environment.
Key responsibilities:
– Troubleshoot and resolve complex incidents across contact center and voice platforms.
– Support and monitor production environments, ensuring service availability and performance.
– Coordinate technical escalations with internal teams, L3 support and external vendors.
– Support incident, problem and change management activities.
– Act as a technical SME and provide guidance to junior engineers.
– Identify opportunities for service and operational improvements.
– Work within a global support model, including shift-based coverage.
– 6+ years of experience supporting Contact Center / Telecom infrastructure.
– Strong hands-on experience with Genesys Cloud, Genesys Engage, SIP and SBC technologies.
– Experience with Oracle SBC or similar voice infrastructure.
– Good understanding of networking, carrier services and cloud-based contact center solutions.
– Strong troubleshooting, analytical and incident management skills.
– Familiarity with ITIL processes.
– Ability to work independently and collaborate with global technical teams and vendors.
– Very good written and spoken English.
– Prestigious position at one of the world’s largest banks
– Stable, long-term projects
– Competitive salary with a B2B contract
– Hybrid work (6 days per month from the office in Cracow)
– Private healthcare and multisport card
– Personal growth and development opportunities with the possibility to rotate between projects
– Referral program and company events
– Convenient parking
Recruitment process: an initial phone screening with our recruiter, followed by two interviews with the hiring managers
Hybrid work: 6 days per month from the office in Cracow
iwona.jagiela@veritahr.com
