Hybrid Senior IT Support Engineer – CCaaS & VoIP Expert

Kaiser Permanente; Greensboro, Northern (NC, KY); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Kaiser Permanente is seeking a Support Engineer to serve as a SME for enterprise contact center platforms, including NICE CXone and VoIP systems. The role supports 24/7 operations, escalations, RCA, and platform reliability within a large-scale CCaaS transformation across the enterprise.

The position involves configuration, installation, and support of network/telephony hardware, software, and VoIP, with responsibilities in ACD reporting, vendor management, and documentation.

Qualifications

• Minimum three (3) years experience in network/telephony system and user support.
• Minimum one (1) year in an informal leadership role working with IT or operational teams.
• Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment.

Responsibilities

• Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards.
• Resolves highly complex problems and provides support to others.
• Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems.
• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Identifies highly complex problems and escalates to senior staff for prioritization.
• Follows procedures for incident escalation and notification to leadership.
• Follows and facilitates the development of standard operating procedures.
• Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
• Facilitates efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Facilitates the knowledge repository for highly complex technical support.
• Supports and assists with the execution of disaster recovery and business continuity processes and events.

Skills

Ambiguity management

Attention to detail

Communication

Problem solving

Teamwork

Cross-group collaboration

Decision making

Critical thinking

Negotiation

Organizational skills

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

Cisco VOIP

VOIP platforms

Microsoft Office

Job description

Kaiser Permanente is seeking a Support Engineer to serve as a SME for enterprise contact center platforms, including NICE CXone and VoIP systems. The role supports 24/7 operations, escalations, RCA, and platform reliability within a large-scale CCaaS transformation across the enterprise.

The position involves configuration, installation, and support of network/telephony hardware, software, and VoIP, with responsibilities in ACD reporting, vendor management, and documentation.