Application Support Analyst

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.   By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.   From prototype to real-world impact - be part of a global shift by doing work that matters. The CCaaS (Contact Center as a Service) Analyst is responsible for the day-to-day administration, optimization, and Tier 2 support of Client's contact center solutions. Serving as the primary escalation point for issues the service desk cannot resolve, this role combines strong technical troubleshooting with exceptional people skills. The Analyst focuses on comprehensive CCaaS administration, Studio development for existing call flows, and cross-functional collaboration. By maintaining a forward-thinking approach, this role not only resolves immediate technical challenges but also drives continuous improvement through the creation of knowledge base articles to empower Tier 1 support and prevent future escalations.   Tier 2 Incident Management: Act as the primary escalation point for Tier 2 customer incidents that cannot be resolved by the service desk. Provide prompt, efficient, and empathetic technical support to ensure minimal disruption to contact center operations. CXone A