Are you an experienced L2/L3 Support Engineer with a strong background in Salesforce and/or MuleSoft? We have a full-remote contract opportunity for a client with an international team. Requirements: 3+ years of experience in L2/L3 support roles within an enterprise environment Strong technical knowledge of either Salesforce or MuleSoft platforms Practical experience with monitoring and incident management systems such as ServiceNow or Jira Ability to troubleshoot and resolve complex technical issues Experience with managing problems, service requests, and deployment support Strong communication, collaboration, and documentation skills Familiarity with ITIL practices is a plus Languages: English (fluent) Job Description: Provide expert-level support for incidents and service requests related to Salesforce and MuleSoft platforms. Proactively monitor systems and manage the full lifecycle of incidents from identification to resolution. Perform root cause analysis to solve recurring issues and implement long-term solutions. Handle service requests and support automation initiatives to improve support processes. Maintain comprehensive documentation and produce reports on system performance. Act as a key liaison with internal teams and external vendors like Salesforce and MuleSoft.
We're looking for a BAU Support Engineer to provide day-to-day support and maintenance for our voicebot and chatbot solutions. The ideal candidate has hands-on experience with CXOne and Google Dialogflow and will be responsible for ensuring the stability and continuous improvement of our conversational AI capabilities. Key Responsibilities Provide business-as-usual (BAU) support for voicebot and chatbot platforms ( CXOne and Google Dialogflow ). Monitor system performance, proactively identify issues, and resolve incidents in a timely manner. Handle configuration changes and apply minor enhancements to the platforms. Collaborate with both IT and business teams to ensure the conversational AI solutions meet user needs. Escalate complex technical issues to vendors or the development team as required. Document troubleshooting steps, fixes, and best practices to support knowledge sharing within the team. Required Skills and Experience Hands-on experience with CXOne and Google Dialogflow . Strong troubleshooting and problem-solving skills in a production support environment. Knowledge of the chatbot/voicebot lifecycle, including configuration and integration with contact center systems. Familiarity with cloud-based contact center solutions and conversational AI tools. Excellent communication skills and the ability to liaise with both technical and non-technical stakeholders. Preferred Qualifications Experience with APIs , webhooks , or other integrations related to chatbots. A background in contact center operations or customer engagement technologies. Knowledge of ITIL practices for incident, problem, and change management.