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Location: Hybrid Hartford, CT (3 days/week on site required)
The Production Support Analyst supports the stability and performance of contact center platforms and related applications in a live production environment. This role is responsible for incident management, root cause analysis, system administration, and configuration across contact center technologies. The ideal candidate is detail‑oriented, responsive, and experienced supporting mission‑critical customer service systems.
Key Responsibilities
* Provide production support for contact center platforms and supporting applications
* Manage incidents from identification through resolution, including triage, escalation, and communication
* Lead and participate in root cause analysis to identify underlying issues and implement preventive solutions
* Perform administration and configuration of contact center systems, including user setup, routing, queues, workflows, and reporting
* Monitor system health and performance to proactively identify potential issues
* Collaborate with operations, IT, and vendors to resolve production issues and implement fixes
* Support release deployments, configuration changes, and post‑deployment validation
* Document incidents, resolutions, and operational procedures to support continuous improvement
* Participate in on‑call or after‑hours support rotations as required
Required Qualifications
* Experience in a production support role supporting contact center environments
* Strong experience with incident management processes and tools
* Proven ability to perform root cause analysis and drive long‑term issue resolution
* Hands‑on experience with administration and configuration of contact center technologies
* Familiarity with common contact center platforms (such as Genesys, Avaya, Amazon Connect, NICE, Five9, or similar)
* Strong troubleshooting, analytical, and communication skills
* Ability to work effectively with technical teams and business stakeholders
T1447498-PHI_1772122893