CCaaS Technical Support Engineer (T2)

Job Description

Provide technical support and troubleshooting for contact center technologies, focusing on PHI-related systems and critical infrastructure.

Key Responsibilities:

• Troubleshoot and resolve technical issues in:
  • Verint ecosystem
  • Five9 Omnichannel
  • ERR/ERR PCI/EAR systems
  • Custom applications
  • Aceyus reporting
  • Cresta
• Perform health checks and system monitoring
• Handle P1/P2 incidents and escalations
• Implement and coordinate changes
• Create and maintain technical documentation
• Support problem management activities
• Assist with vulnerability remediation

Qualifications

Required Competencies:

• 7+ years in technical support roles
• Strong experience with deep working knowledge of:
  • Verint Ecosystem
    • Verint QM
    • Verint WFM
  • Five9 Ecosystem
    • Five9 Omnichannel
    • Five9 Agent Assist
  • Contact center technologies
  • Cloud platforms (GCP/AWS)
  • Java programming
  • Software architecture
  • Data flow and integration
  • Understanding of HIPAA compliance
  • Strong troubleshooting skills
  • Experience with monitoring tools
  • ServiceNow expertise
  • Contact center technologies
  • Cloud platforms (GCP/AWS)
  • Java programming
  • Software architecture
  • Data flow and integration
• Understanding of HIPAA compliance
• Strong troubleshooting skills
• Experience with monitoring tools
• ServiceNow expertise
• Strong problem-solving abilities
• Excellent communication skills
• Team collaboration
• Process-oriented mindset
• Customer service focus
• Ability to work under pressure
• Time management skills

Special Circumstances:

• Must be available for extended hours during:
  • Annual Enrollment Period (Oct-Dec)
  • Welcome Season (January)
• Onshore roles may require onsite presence during critical periods
• Must be able to join immediate response calls when on-call

Additional Information

Location: United States (Remote with occasional travel to Scottsdale AZ/Hartford CT)

All your information will be kept confidential according to EEO guidelines.