Full-Time CCaaS Technical Support Engineer (T2)

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
  • Cresta
• Perform health checks and system monitoring
• Handle P1/P2 incidents and escalations
• Implement and coordinate changes
• Create and maintain technical documentation
• Support problem management activities
• Assist with vulnerability remediation

Required Competencies:

• 7+ years in technical support roles
• Strong experience with deep working knowledge of:
• Verint Ecosystem
• Verint QM
• Verint WFM
• Five9 Ecosystem
• Five9 Omnichannel
• Five9 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
• Excellent communication skills
• Team collaboration
• Process-oriented mindset
• Customer service focus
• Ability to work under pressure
• Time management skills

Special Circumstances:

• Must be available for extended hours during:
  • Annual Enrollment Period (Oct-Dec)
  • Welcome Season (January)
• Onshore roles may require onsite presence during critical periods
• Must be able to join immediate response calls when on-call

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

All your information will be kept confidential according to EEO guidelines.

What is the last date for applying to the job?

Which countries are accepted for this remote job?