Contact Center Support Engineer II

Arlington, TX, US • Posted 12 hours ago • Updated 12 hours ago

Contract W2

On-site

$1 - $1/hr

Fitment

Dice Job Match Score™

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Job Details

Skills

Repair
Collaboration
Leadership
Root Cause Analysis
Customer Engagement
API
Technical Writing
Knowledge Management
Research
Regulatory Compliance
Policies and Procedures
Cloud Computing
Microsoft Azure
Amazon Web Services
IT Governance
Finance
Agile
Microsoft Office
Microsoft Excel
Reporting
Data Mining
People Skills
Communication
Management
Supervision
Data Visualization
Information Technology
Python
Windows PowerShell
SQL

Summary

Contact Center Support Engineer II
Overview Under general direction, the Contact Center Engineer II is a mid-level position responsible for performing routine to moderately complex maintenance, support, and development of contact center systems at local and cloud-based sites. This team member works in conjunction with other technical teams, business units, and digital teams during modification, troubleshooting, or repair of cloud-based application systems. The Contact Center Engineer II works directly with engineers or end users to identify system/application issues. This team member has potential to interact with all levels of leadership, technical teams, and external vendors.
In this role you will:

?Provides intermediate level support to business units specifically in the areas of Contact Center applications
With minimal supervision, coordinate with vendors regarding maintenance, modification, and implementation relating to contact center applications
Collaborate with development teams and leadership to troubleshoot technical issues and participate in root cause analysis to identify opportunities to improve the customer engagement solution as well as monitoring and alerting
Develop and implement technical solutions to improve contact center solutions, utilizing cloud-native technologies, chatbots, and API-first architectures
Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools
Research, evaluate, and recommend enhancements and solutions
Adhere to and promote compliance to all GMF policies and procedures
Promote a cooperative and productive work environment

What makes you an ideal candidate?

?Intermediate knowledge of CCaaS technology and applications
Intermediate knowledge of Cloud technologies, Azure and AWS
Intermediate knowledge of production processes and/or strategies as they pertain to contact center environments
Knowledge of best practices in information technology governance and regulatory landscape for financial institutions
Knowledge of Agile Methodology and Practices
Strong in the use of Microsoft Office software including strong ability to analyze data using Excel for reporting and data mining purposes
Strong people skills including the ability to interact with employees at all levels
Excellent written and oral communication skills
Ability to meet expected delivery dates and the tasks necessary to achieve objectives
Must be a self-starter and able to manage the investigations function with minimal supervision
Experience with data visualization concepts and tools
Good computer skills and conversance in information technology issues
Intermediate programming skills: Python, Powershell, SQL, APIs, preferred

Education and Experience:

2-4 years of experience in designing, developing, deploying, and maintaining contact center solutions required

High School Diploma or equivalent required
Bachelor's Degree in related field or equivalent work experience preferred

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10105282
Position Id: 867489
Posted 12 hours ago

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