CCaaS Technical Support Engineer (T2)
Apply NowLocation:
Broomfield, CO, US
Company:
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries.
Summary:
The CCaaS Technical Support Engineer will provide technical support and troubleshooting for contact center technologies. Applicants must have over 7 years of experience and strong knowledge in various contact center systems and cloud platforms.
Requirements:
Experience: 7+ years in technical support roles, Strong experience with deep working knowledge of Five9 and Verint ecosystem, 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
Job Description:
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
