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Offer summary
(Summary generated by AI based on the full job description)
The project involves supporting contact center infrastructure and cloud contact platforms for a financial client. Required skills include Genesys Cloud SIP, Genesys Engage, Oracle SBC and Oracle Enterprise Manager and experience with data networking and carrier networks. Responsibilities cover troubleshooting and resolving incidents within SLAs, managing escalations with vendors, performance and capacity monitoring, creating knowledge and training, supporting shift operations and driving continual service improvements.
Senior Telecom IT Support Engineer – Contact Center & Cloud Platforms
Company: ITDS Polska Sp. z o.o.
from: 16 September 2026
to: 16 October 2026
18 900 - 22 890 złnet (+ VAT)/ mth.B2B contract (full-time)
13 500 - 16 300 złgross/ mth.contract of employment
Salary details
basic salary
Offer parameters
level:senior
working mode:hybrid
location:Kraków, Lesser Poland
Kraków, Lesser Poland
Requirements
Expected technologies
Genesys Cloud SIP
Genesys Engage
Oracle
Optional technologies
Splunk
Cisco
Our requirements
- At least 6 years of experience supporting contact center infrastructure.
- Strong troubleshooting skills with Genesys Cloud SIP, Genesys Engage, Oracle SBC, and Oracle Enterprise Manager.
- General understanding of cloud-based contact center platforms.
- Experience in data networking and carrier networks.
- Ability to manage multiple technical priorities and work independently.
- Knowledge of ITIL Incident, Change, and Problem Management processes.
- Excellent interpersonal skills, problem-solving ability, and analytical thinking.
- Fluent English language skills, both spoken and written.
Optional
- Industry certifications in relevant technologies.
- Experience supporting Telecoms Contact Center platforms such as Cisco, IVR, Dialer, Nuance, Splunk.
- Working experience in an Agile environment.
- Previous involvement in large, global financial or IT organizations.
- ITIL v3 or later certification.
Your responsibilities
- Troubleshoot and diagnose technical issues related to contact center and cloud platforms to ensure seamless operation.
- Resolve incidents within established service levels, managing escalations effectively.
- Collaborate with incident management teams and vendors to escalate and resolve complex problems.
- Monitor system capacity, performance, and availability using monitoring tools.
- Create knowledge articles and provide training to junior colleagues and end users.
- Drive and track continual service improvements to optimize infrastructure integrity.
- Support shift operations and manage multiple technical priorities simultaneously.
- Act as a SME for L1 support and assist in escalation procedures.
About the project
As a Senior Telecom Support Engineer, you will be working for our client, a leading financial organization, supporting their contact center infrastructure and cloud contact platform services. You will play a critical role in ensuring reliable communication systems and driving continuous improvement in IT services in a global environment. This is a unique chance to contribute to innovative telecommunications solutions while advancing your career in a dynamic, international setting.
Unleash the power of connectivity — shape the future of contact centers and cloud platforms!
Krakow-based opportunity with hybrid work model (up to 3 remote days per week).
Only candidates with an existing legal right to work in the European Union will be considered for this role.
This is how we organize our work
This is how we work
agile
#GETREADY to meet with us!
ITDS Business Consultants is involved in many various, innovative and professional IT projects for international companies in the financial industry in Europe. We offer an environment for professional, ambitious, and driven people.
We would like to meet you. If you are interested please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing of your personal data.
ITDS’s Whistleblower Procedure
📌 You can report violations in accordance with ITDS’s Whistleblower Procedure available here: https://itds.pl/wp-content/uploads/2025/03/INFORMATION-ON-PROCEDURE-FOR-REPORTING-BREACHES-AND-PROTECTION-OF-WHISTLEBLOWERS-AT-ITDS-POLSKA.pdf
What we offer
- Stable and long-term cooperation with very good conditions
- Enhance your skills and develop your expertise in the financial industry
- Work on the most strategic projects available in the market
- Define your career roadmap and develop yourself in the best and fastest possible way by delivering strategic projects for different clients of ITDS over several years
- Participate in Social Events, training, and work in an international environment
- Access to attractive Medical Package
- Access to Multisport Program
- Access to Pluralsight
- Flexible hours
Benefits
- sharing the costs of sports activities
- private medical care
- flexible working time
- fruits
- integration events
- corporate gym
- saving & investment scheme
- no dress code
- coffee / tea
- drinks
- christmas gifts
- birthday celebration
- sharing the costs of a streaming platform subscription
- access to +100 projects
- access to Pluralsight
Recruitment stages
- 1.online interview
- 2.online interview
ITDS Polska Sp. z o.o.
ITDS supports financial service providers to take the next steps.
We identify what’s possible, every day. Opportunities in the areas of technology, organization, and digitization.
We see where banks, insurers, payment companies, or fintech can go and how they can get there.
That’s why we want to stimulate you to ramp up your ambition. Forget what you perceive as restraints and step towards the new reality.
ITDS in Poland - Pure player in new Technologies & Financial Industry
+300 IT implementation professionals
+20 clients in the Banking, Insurance, Payment & Fintech Industry
ITDS excels in digital strategy delivery and implementation of best-of-breed lending solutions. ITDS has delivered successful strategic projects throughout Europe since 1998. We combine the experience we’ve accumulated with in-depth knowledge of technologies, business processes, and EU legislation to unlock new business opportunities.
This is how we work
Senior Telecom IT Support Engineer – Contact Center & Cloud Platforms
13.5k–16.3k zł / mth. (CoE), 18.9k–22.9k zł / mth. (B2B)
I apply to:
ITDS Polska Sp. z o.o.
Kraków, Lesser Poland
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Informujemy, że administratorem danych jest ITDS z siedzibą w Warszawie, ul. Złota 59 (dalej jako "administrator"). Masz prawo do żądania dostępu do swoich danych osobowych, ich sprostowania, usunięcia lub ograniczenia przetwarzania, prawo do wniesienia sprzeciwu wobec przetwarzania, a także prawo do przenoszenia danych oraz wniesienia skargi do organu nadzorczego. Dane osobowe przetwarzane będą w celu realizacji procesu rekrutacji. Podanie danych w zakresie wynikającym z ustawy z dnia 26 czerwca 1974 r. Kodeks pracy jest obowiązkowe. W pozostałym zakresie podanie danych jest dobrowolne. Odmowa podania danych obowiązkowych może skutkować brakiem możliwości przeprowadzenia procesu rekrutacji. Administrator przetwarza dane obowiązkowe na podstawie ciążącego na nim obowiązku prawnego, zaś w zakresie danych dodatkowych podstawą przetwarzania jest zgoda. Dane osobowe będą przetwarzane do czasu zakończenia postępowania rekrutacyjnego i przez okres możliwości dochodzenia ewentualnych roszczeń, a w przypadku wyrażenia zgody na udział w przyszłych postępowaniach rekrutacyjnych - do czasu wycofania tej zgody. Zgoda na przetwarzanie danych osobowych może zostać wycofana w dowolnym momencie. Odbiorcą danych jest serwis Hello HR oraz inne podmioty, którym powierzyliśmy przetwarzanie danych w związku z rekrutacją.
Naruszenia można zgłaszać zgodnie z Procedurą zgłaszania nieprawidłowości ITDS dostępną tutaj:
https://itds.pl/wp-content/uploads/2025/03/INFORMATION-ON-PROCEDURE-FOR-REPORTING-BREACHES-AND-PROTECTION-OF-WHISTLEBLOWERS-AT-ITDS-POLSKA.pdf
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