Telecommunications Support Engineer

– 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 Daily tasks: - 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. 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. 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.