Senior IT Support Engineer (Tier 3 / SME)

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

Please note, this position is designated as flexible (aka hybrid), and the expectation is that the selected candidate will report to the assigned office in Greensboro, NC 3 days per week.

Technical Summary:

The Support Engineer serves as a technical subject matter expert (SME) for enterprise contact center platforms, including NICE CXone and associated telephony, routing, and integration components. This role is responsible for resolving complex incidents, leading root cause analysis (RCA), and ensuring platform reliability across a 24/7 support environment. This position operates as the final escalation point following Tier 1 and Tier 2 triage, focusing on high-impact P0/P1 issues, platform engineering, and continuous improvement initiatives to improve system stability and reduce incident recurrence. This role is critical to supporting a large-scale CCaaS transformation enabling reliable, scalable, and integrated contact center services across the enterprise, directly impacting member access, clinical workflows, and customer experience outcomes.

Job Summary:

In addition to the responsibilities listed below, this position is responsible for configuration, installation and support of network/telephony hardware, software, and VoIP systems . The position will also participate in ACD reporting, ACD call flow, vendor management, projects, and consultation, including resolving basic problems, while managing the Network and Telephony infrastructure and environment following established standards and procedures. This also includes leveraging a working knowledge of enterprise tool sets focused on LAN/ WAN capacity reports and Telephony Metrics, and knowledge of features and components of Network and Telephony Hardware and software. Some of the unique challenges this position will face include identifying and resolving network/telephony hardware and software for voice and data issues, oversight of activities and vendors, and facilitating and consulting on complex enterprise issues.

Essential Responsibilities:

• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
• Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• 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.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Analytical Skills
• Customer Support Operations
• Help Desk
• Information Security Management
• Acts with Compassion
• Crisis Incident Management
• Debugging and Troubleshooting
• Demonstrating Personal Flexibility
• Field Support
• Getting Work Done Through Others
• Innovative Mindset
• Managing Diverse Relationships
• Microsoft Office
• Organizational Skills
• Prioritization
• Technical Communication

Minimum 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.
• Bachelors 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. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:

• Three (3) years experience configuring, implementing, and supporting VOIP platforms or systems.
• Three (3) years experience working with CISCO VOIP.