IT Support & Operations Consultant V, Network/Telephony

Job Summary:
This role is responsible for supporting, maintaining, and optimizing data, reporting, and analytics capabilities across enterprise contact center platforms, including NICE CXone and associated reporting, analytics, and data integration tools.
The Data & Reporting Support Engineer serves as the primary technical resource for reporting issues, data quality concerns, and performance analytics, ensuring accurate, timely, and actionable insights for operations, leadership, and regulatory reporting.
This role partners closely with operations, engineering, and business stakeholders to translate operational needs into reliable reporting solutions, while also supporting incident resolution, root cause analysis, and continuous improvement of data pipelines and reporting frameworks.
In addition to the responsibilities listed below, this position is responsible for leading configuration, installation and support of network/telephony hardware, software, and VoIP systems . The position will also lead ACD reporting, ACD call flow, vendor management, projects, and consultation, including resolving complex problems while managing the Network and Telephony infrastructure and environment following established standards and procedures. This also includes leveraging a working knowledge of enterprise toolsets 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 leading resolution of 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:

• Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.
• Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.
• Follows and develops standard operating procedures.
• Analyzes and prioritizes incoming requests and alerts.
• Provides first, second, and third 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).
• Serves as an escalation point and mentor for junior staff.
• Provides guidance on how to track and develop documentation.
• Applies deep technical expertise to resolve complex problems.
• Contributes to and maintains the knowledge repository for highly complex technical support.
• Facilitates troubleshooting efforts in conjunction with lower level support to identify problems.
• Provides guidance to meet key performance indicators (e.g., performance, availability, capacity).
• Compiles information (e.g., procedures, installation, configuration) related to new technology.

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
• Demonstrating Personal Flexibility
• Getting Work Done Through Others
• Innovative Mindset
• Managing Diverse Relationships
• Mentoring and Coaching
• Organizational Skills
• Prioritization
• Relationship Building
• Technical Communication

Minimum Qualifications:

• Minimum four (4) years experience in network/telephony system and user support.
• Minimum two (2) years in a 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 eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:

• Four (4) years experience configuring, implementing, and supporting VOIP platforms or systems.
• Four (4) years experience working with CISCO VOIP.
• 5'8+ years of experience in data/reporting support, analytics, or BI roles
• Experience supporting contact center platforms or analytics environments
• Strong understanding of data structures, reporting logic, and KPI frameworks
• Experience with ITSM processes (Incident, Problem, Change Management)
• NICE CXone Reporting & Analytics (Interaction Analytics, Performance Management)
• Business Intelligence tools (Power BI, Tableau, or equivalent)
• Contact center reporting tools and dashboards
• Experience with omnichannel reporting (voice, chat, digital)
• SQL and data querying (intermediate to advanced)
• Data pipeline troubleshooting and ETL concepts
• API integrations and data exchange troubleshooting

Primary Location: Georgia,Duluth,Duluth Contact Center Additional Locations:

• Pleasanton, CA
• Corona, CA
• Lake Oswego, OR
• Greenwood Village, CO
• Hyattsville, MD
• Renton, WA
• Honolulu, HI

Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: KPIT ADMIN - ITO WT EES STRATEGY - 9601
Pay Range: $116200 - $150260 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: No
Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.