cyberThink
Contact Center Support Engineer - Hybrid
cyberThink, Roanoke, Texas, United States, 76299
Job Description:As a Contact Center Support Engineer, you will be a key contributor to the Rep Technology Service Availability Team, focusing on the production support and upkeep of Contact Center Technology that enables high-quality service to Client customers. This role is essential in maintaining system stability and availability for Contact Center Services, aligning with Client's strategic goal of delivering a distinguished client experience and supporting client growth through innovative relationship models. The ideal candidate brings robust technical expertise in Contact Center technology and a proactive approach to production support, ensuring consistent, reliable operations.
Key Responsibilities:
Analyze and resolve application issues in production environments to ensure continuity of services.Document resolution steps and insights in the Client's Knowledge Article System.Perform in-depth troubleshooting, debugging, and issue triaging for Contact Center applications.Provide on-call escalation support on a rotational basis for service recovery efforts.Coordinate off-hours support for releases, deployments, and maintenance, ensuring application health.Maintain a thorough understanding of Contact Center applications, focusing on error handling, monitoring, and alarming.Oversee and advocate for advancements in Contact Center technologies, including IVR, Voice, Chat, and Email.Manage environment objects (e.g., certificates, passwords) in alignment with Client security standards.Collaborate with infrastructure teams, vendors, and internal stakeholders for optimized service delivery.
Required Skills, Experiences, Education, and Competencies:
Minimum of three years' experience in production support for voice applications, including IVR, Session Border Controllers, Genesys Voice, CTI Softphone technology, and Contact Center Cloud Technology.Proven problem-solving abilities, decision-making skills, and poise under pressure.Experience working in an Agile environment with strong communication and interpersonal skills.Knowledge of automated deployment tools, such as Bitbucket/Bamboo or Jenkins (preferred).Familiarity with Genesys Cloud (Chat and Email) or NICE inContact Cloud solutions.Proficient in Linux operating systems and managing system monitoring/alerting tools (e.g., Splunk, AppDynamics).Bachelor's degree in Computer Science or related field.Knowledge of web technologies, industry trends, frameworks, and troubleshooting methodologies.Experience with change management, incident management, problem management, and root cause analysis.Familiarity with load balancing tools, especially F5 Load balancers, is a plus.
The hourly range for roles of this nature are $40.00 to $80.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
Key Responsibilities:
Analyze and resolve application issues in production environments to ensure continuity of services.Document resolution steps and insights in the Client's Knowledge Article System.Perform in-depth troubleshooting, debugging, and issue triaging for Contact Center applications.Provide on-call escalation support on a rotational basis for service recovery efforts.Coordinate off-hours support for releases, deployments, and maintenance, ensuring application health.Maintain a thorough understanding of Contact Center applications, focusing on error handling, monitoring, and alarming.Oversee and advocate for advancements in Contact Center technologies, including IVR, Voice, Chat, and Email.Manage environment objects (e.g., certificates, passwords) in alignment with Client security standards.Collaborate with infrastructure teams, vendors, and internal stakeholders for optimized service delivery.
Required Skills, Experiences, Education, and Competencies:
Minimum of three years' experience in production support for voice applications, including IVR, Session Border Controllers, Genesys Voice, CTI Softphone technology, and Contact Center Cloud Technology.Proven problem-solving abilities, decision-making skills, and poise under pressure.Experience working in an Agile environment with strong communication and interpersonal skills.Knowledge of automated deployment tools, such as Bitbucket/Bamboo or Jenkins (preferred).Familiarity with Genesys Cloud (Chat and Email) or NICE inContact Cloud solutions.Proficient in Linux operating systems and managing system monitoring/alerting tools (e.g., Splunk, AppDynamics).Bachelor's degree in Computer Science or related field.Knowledge of web technologies, industry trends, frameworks, and troubleshooting methodologies.Experience with change management, incident management, problem management, and root cause analysis.Familiarity with load balancing tools, especially F5 Load balancers, is a plus.
The hourly range for roles of this nature are $40.00 to $80.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.