Contact Center Technology Support Engineer

Job Title: Contact Center Technology Support Engineer
Position Type: Full-Time Contract (40 hrs/week)
Contract Duration: Long Term
Work Hours: US Time (2 PM to 11 PM EST)
Work Schedule: Monday - Friday, Hybrid (In Office on Monday, Wednesday & Thursday)
Location: USA - Westlake, Phoenix, Austin, Denver, Indianapolis, Omaha, Orlando, or Chicago

Position Overview:
We are seeking a Contact Center Technology Support Engineer to join our Rep Technology Service Availability Team. As a key contributor, you will play an essential role in the production support and maintenance of the Contact Center Technology ecosystem, ensuring optimal system availability for client services. Your work will directly impact the quality of client interactions and enhance our differentiated client experience.

Key Responsibilities:

• Production Support: Analyze and resolve application issues within Contact Center platforms.
• Documentation: Record resolutions in the Client's Knowledge Article System to streamline issue tracking.
• Troubleshooting & Debugging: Triage issues, conduct root cause analysis, and troubleshoot/debug production application issues.
• On-Call Escalation: Provide off-hours on-call support on a rotational basis to aid in service recovery events.
• Release & Deployment: Coordinate and support off-hours releases, deployments, and maintenance, performing application health validation as required.
• System Knowledge: Maintain extensive knowledge of Contact Center applications, error handling, alarming, and monitoring functionalities.
• Technology Advancement: Support and drive advancements in IVR, Voice, Chat, and Email technologies for enhanced Contact Center performance.
• Security Standards Compliance: Manage certificates, password rotations, currency patching, and adherence to security standards.
• Collaboration: Work closely with infrastructure teams, vendors, and internal teams to ensure smooth operation and issue resolution.

Qualifications:

• Experience: Minimum 3 years in production support of voice applications, including IVR, Genesys Voice, CTI Softphone, VoIP, and Contact Center Cloud Technology.

• Technical Skills:
• Knowledge of Genesys Cloud (Chat and Email) or NICE inContact Cloud.
• Solid understanding of automated deployment processes and tools such as Bitbucket/Bamboo and/or Jenkins.
• Proficiency in Linux OS.
• Experience with System Monitoring and Alerting Tools (Splunk, AppDynamics, ITSI).
• Familiarity with Load Balancers and F5 Load Balancing is a plus.
• Broad knowledge of web technologies, frameworks, and industry trends.
• Process Management: Skilled in Change Management, Incident Management, Problem Management, and Root Cause Analysis.
• Agile Methodology: Experience in Agile environments with strong communication and interpersonal skills.
• Educational Background: Bachelor s degree in Computer Science or a related field.

Preferred Skills:

• Experience with system monitoring and alerting for Contact Center applications.
• Familiarity with load balancing tools such as F5.
• Experience with Genesys Cloud or NICE in Contact.

What We Offer:

• Competitive compensation
• Opportunities for professional growth and development within a collaborative team
• Hybrid work model with flexibility for in-office and remote work

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.