IT Service Desk Engineer - Remote

Overview

We are seeking a highly skilled IT Service Desk Engineer to join our team remotely, specializing in technical escalation management and customer contact platform ownership. This role involves leading and executing resolution strategies for complex support issues, overseeing cloud contact center platforms, optimizing CRM systems, and driving continuous improvement through analytics.

Key Responsibilities

• Act as the final escalation point for Tier 3 and Tier 4 customer issues, managing the full resolution cycle from diagnosis through root cause and permanent fixes.
• Lead cross-functional incident response teams involving Engineering, Product, DevOps, and Customer Success to resolve critical incidents within established SLAs.
• Develop and maintain escalation procedures, severity prioritization frameworks, and triage methodologies to support the wider technical support team.
• Manage and optimize cloud contact center platforms such as Cisco Webex Contact Centre, Genesys Cloud CX, or Amazon Connect, including IVR, routing logic, and omnichannel configurations.
• Administer CRM platforms like Salesforce Service Cloud or Zendesk Suite by customizing case workflows, SLA settings, automation, and reporting tools.
• Conduct comprehensive post-incident reviews and produce executive-level root cause analysis reports with corrective action plans and timelines.
• Analyze customer support data and voice-of-customer feedback to inform product roadmaps and identify self-service improvement opportunities.
• Provide leadership and technical mentorship to support engineers, develop onboarding and skills development programs, and collaborate with workforce management to ensure SLA compliance.
• Drive platform integrations and tooling management, including automation scripts, API connectors, and vendor relations to ensure technical efficiency and support workflow optimization.

Qualifications and Requirements

• Proven experience managing Tier 3/Tier 4 technical escalations in a customer service or support environment.
• Strong expertise with cloud contact center platforms (Cisco Webex, Genesys Cloud, Amazon Connect) including configuration and administration.
• In-depth knowledge of CRM administration and customization (Salesforce Service Cloud, Zendesk Suite).
• Experience building and maintaining integrations across CCaaS, CRM, ticketing, monitoring, and communication platforms via REST/SOAP APIs and scripting languages such as Python or JavaScript.
• Ability to lead cross-functional stakeholder collaboration and handle high-urgency incident management.
• Excellent analytical skills to monitor customer experience metrics such as CSAT, NPS, FCR, AHT, MTTR, and escalation rates.
• Effective communicator with experience producing executive reports and technical documentation.

Additional Information

• This position is fully remote based within the United States.
• Employment type is contract-based.
• Teams and collaboration will include Engineering, Product, DevOps, Customer Success, Workforce Management, and Knowledge Management functions.