CCaaS Technical Support Engineer (T2)

BETSOL; United States; Remote; USD 60,000 - 140,000; Full time

Job summary

An innovative firm is seeking a Technical Support Engineer to enhance its contact center technologies. This role involves troubleshooting critical systems and ensuring compliance with industry standards. The ideal candidate will have extensive experience with Five9 and Verint ecosystems, alongside a strong understanding of cloud platforms and HIPAA compliance. Join a dynamic team that values collaboration and problem-solving, and contribute to driving business growth through strategic staffing solutions. This opportunity offers a chance to work remotely while making a significant impact in the IT services sector.

Benefits

Medical Insurance

Vision Insurance

401(k)

Qualifications

• 7+ years in technical support roles with expertise in contact center technologies.
• Strong experience with Five9 and Verint ecosystems, cloud platforms, and Java.

Responsibilities

• Troubleshoot and resolve technical issues in contact center technologies.
• Create and maintain technical documentation and assist with vulnerability remediation.

Skills

Technical Support

Five9 Ecosystem

Verint Ecosystem

Java Programming

Cloud Platforms (GCP/AWS)

HIPAA Compliance

Troubleshooting Skills

Monitoring Tools

ServiceNow Expertise

Problem-Solving Abilities

Tools

ServiceNow

Verint QM and WFM

Five9 Omnichannel

Job description

Direct message the job poster from BETSOL

Technical Sales & Global Talent Acquisition Leader at BETSOL | Driving Business Growth Through Strategic Staffing & Client Solutions

CCaaS Technical Support Engineer (T2)

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

Role Overview: 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, and Cresta.
• Perform health checks and system monitoring
• Handle P1/P2 incidents and escalations
• Implement and coordinate changes
• Create and maintain technical documentation
• Assist with vulnerability remediation

Required Skills & Experience:

• 7+ years in technical support roles
• Strong Experience with/deep working knowledge of: Five9 and Verint ecosystems; Verint QM and WFM, Five9 Omnichannel and 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
• Strong problem-solving abilities
• Team collaboration
• Process-oriented mindset
• Ability to work under pressure

Special Circumstances:

• Must be available for extended hours during: the annual enrollment period (Oct-Dec) and welcome season (January)
• Must be able to join immediate response calls when on-call

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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