The Application Support Engineer (Senior)
Job Description
Experience: 7+ Years
Job Summary
We are looking for a Senior Application Support Engineer – Contact Center AI to support and optimize AI-driven contact center solutions. This role focuses on troubleshooting, performance monitoring, incident management, and enhancing customer experience through AI technologies.
Key Responsibilities
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Provide expert technical support for AI-based contact center applications
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Troubleshoot and resolve issues related to chatbots, virtual assistants, and AI integrations
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Lead incident management, root cause analysis, and preventive actions
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Monitor AI system performance and proactively address issues
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Collaborate with developers, system admins, and vendors
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Create and maintain technical documentation and knowledge base
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Train contact center users and mentor junior support staff
Required Skills
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Strong experience in AI application support and troubleshooting
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Contact center platform experience (Five9 preferred)
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Knowledge of NLP, chatbots, and voice technologies
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Experience with monitoring tools (SolarWinds, Zabbix, Datadog)
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Scripting/debugging skills and performance optimization experience
Qualifications
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Bachelor’s degree in Computer Science / IT (preferred)
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7+ years of relevant application or technical support experience
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AI or Contact Center certifications are a plus
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