IT Support Engineer

Netrolynx AI; United States; On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Tuition reimbursement

Flexible work arrangements

Professional development

Job summary

Kaiser Permanente is hiring a Support Engineer to join the IT team, focusing on enterprise contact center platforms such as NICE CXone. This role handles high-impact incidents in a 24/7 environment, performs root-cause analysis, and guides platform engineering to improve reliability and scalability.

The ideal candidate has a bachelor’s degree in a related field and 3+ years in IT operations, with knowledge of cloud solutions and DevOps practices.

Qualifications

• Bachelor's degree in Computer Science, Computer Information Systems, or related field.
• Minimum 3 years in an IT operations environment with distributed technologies, systems development, or networking.
• Certifications in networking, cloud, or contact center tech are a plus.

Responsibilities

• Serve as SME for enterprise contact center platforms, ensuring stability and performance.
• Resolve complex incidents and conduct root cause analysis to prevent recurrence.
• Lead platform engineering efforts: upgrades, configurations, and integrations.
• Collaborate with cross-functional teams to implement infrastructure solutions.
• Translate business requirements into technical specs and scalable designs.
• Develop and review technical documentation for deployment and maintenance.
• Participate in continuous improvement and evaluate new service options.

Skills

Troubleshooting

Incident management

Root cause analysis

Communication

Education

Bachelor's degree in CS or related

Tools

NICE CXone

Cloud platforms

DevOps practices

Job description

About The Company

Kaiser Permanente is one of the nation's leading healthcare providers and not-for-profit health plans. Committed to delivering high-quality, affordable healthcare services, Kaiser Permanente integrates comprehensive medical care, innovative health solutions, and cutting-edge technology to improve the health and well-being of its members and communities. With a strong focus on patient-centered care, Kaiser Permanente operates across multiple states, including California, Colorado, Georgia, Hawaii, Maryland, Oregon, Virginia, Washington, and beyond, serving millions of members through a network of hospitals, medical offices, and health plans. The organization emphasizes innovation, sustainability, and continuous improvement to meet the evolving needs of the healthcare landscape.

About The Role

We are seeking a highly skilled Support Engineer to join our dynamic IT team at Kaiser Permanente. This role is pivotal in maintaining and enhancing the enterprise contact center platforms, including NICE CXone and associated telephony, routing, and integration components. The Support Engineer acts as a technical subject matter expert (SME), responsible for resolving complex incidents, conducting root cause analysis (RCA), and ensuring the overall reliability and stability of our contact center infrastructure. Operating within a 24/7 support environment, this position is the final escalation point following Tier 1 and Tier 2 triage, focusing on high-impact P0/P1 issues, platform engineering, and continuous improvement initiatives. The ideal candidate will play a key role in supporting a large-scale CCaaS transformation, enabling reliable, scalable, and integrated contact center services that directly impact member access, clinical workflows, and customer experience outcomes.

Qualifications

Candidates should possess a bachelor’s degree in Computer Science, Computer Information Systems, or a related field. A minimum of three (3) years of experience in an IT operations environment, with technical expertise in distributed technologies, systems development, or networking, is required. Equivalent work experience may be considered in lieu of a degree. The ideal candidate will have strong problem-solving skills, experience with enterprise contact center platforms, and familiarity with cloud-based solutions and DevOps practices. Certifications related to networking, cloud platforms, or contact center technologies are a plus. Candidates must demonstrate excellent communication skills, the ability to work effectively under pressure, and a commitment to continuous learning and professional development.

Responsibilities

• Serve as a technical subject matter expert for enterprise contact center platforms, including NICE CXone and related components, ensuring system stability and performance.
• Resolve complex incidents and conduct root cause analysis to identify underlying issues, developing strategies to prevent recurrence.
• Lead platform engineering efforts, including system upgrades, configurations, and integrations, to enhance platform capabilities and reliability.
• Collaborate with cross-functional teams such as database, operations, and technical support to implement and maintain infrastructure solutions.
• Translate business requirements into technical specifications and design scalable, maintainable solutions aligned with enterprise standards.
• Develop and review technical documentation, including standards, guidelines, and procedures for system deployment and maintenance.
• Participate in continuous improvement initiatives, evaluating new service options, and making recommendations based on cost, risk, and ROI analyses.
• Assist in planning, designing, and implementing infrastructure solutions that support enterprise contact center operations and transformation projects.
• Ensure adherence to company architecture standards and best practices during system development and deployment.
• Act as a liaison with business partners, enterprise architects, and software engineers to align system design with strategic objectives.
• Provide technical guidance and support for troubleshooting, system upgrades, and performance tuning.
• Support a culture of continuous learning by sharing knowledge, mentoring team members, and pursuing professional development opportunities.

Benefits

Kaiser Permanente offers a comprehensive benefits package designed to support the health, well-being, and financial security of our employees. Benefits include competitive salary packages, health insurance plans, dental and vision coverage, retirement savings plans, paid time off, and wellness programs. We also provide opportunities for ongoing professional development, tuition reimbursement, flexible work arrangements, and a collaborative work environment that values diversity and inclusion. Kaiser Permanente is committed to fostering a supportive workplace where employees can thrive and make a meaningful impact on the communities we serve.

Equal Opportunity

Kaiser Permanente is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected characteristic. We believe in fostering a workplace that reflects the communities we serve and provides equal opportunities for growth and advancement for all qualified candidates.