Contact Center Engineer

Veriipro; San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Veriipro is seeking a Support Specialist in San Francisco, CA. The ideal candidate will provide L1 and L2 support for contact center platforms, primarily using the Five9 system. Responsibilities include troubleshooting, monitoring system performance, and ensuring compliance with industry standards.

Preferred qualifications include experience in banking or fintech, strong incident management skills, and familiarity with tools such as Zendesk and Oracle Cloud Fusion. This role is essential for maintaining service continuity and supporting operational excellence.

Qualifications

• Hands-on experience supporting Five9 contact center platform.
• Experience in banking or fintech industry environments.
• Strong understanding of contact center operations.

Responsibilities

• Provide L1 and L2 support for contact center platforms.
• Troubleshoot and resolve technical issues.
• Monitor system performance and handle incidents.

Skills

L1 and L2 support

Troubleshooting

Incident management

Five9 contact center platform

Banking/fintech experience

Tools

Zendesk

Oracle Cloud Fusion

Job description

Responsibilities

• Provide L1 and L2 support for contact center platforms and related applications
• Troubleshoot, analyze, and resolve technical issues to ensure service continuity
• Monitor system performance and handle incident resolution within defined SLAs
• Support configuration, maintenance, and upgrades of contact center systems
• Collaborate with internal teams to ensure platform stability and issue resolution
• Document incidents, solutions, and operational procedures
• Participate in ongoing service improvement initiatives and problem management activities
• Ensure compliance with security and regulatory requirements in a financial services environment

Qualifications

• Hands-on experience supporting Five9 contact center platform (mandatory)
• Experience in banking or fintech / regulated industry environment
• Strong understanding of contact center operations and support processes
• Experience handling L1 and L2 technical support responsibilities
• Strong troubleshooting and incident management skills

Preferred Skills

• Experience with Zendesk
• Experience with Oracle Cloud Fusion (strongly preferred along with Five9)
• Exposure to CRM and customer engagement platforms