Ccaas Technical Support Engineer T2
BETSOL
📍Remote - United States
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Summary
Join BETSOL, a leading digital transformation company, as a Technical Support Specialist focusing on contact center technologies. You will troubleshoot and resolve technical issues across various systems, perform health checks, handle critical incidents, implement changes, and maintain documentation. This role requires 7+ years of experience in technical support, strong expertise in contact center technologies and cloud platforms, and proficiency in Java programming. The position is primarily remote, with occasional travel, and offers comprehensive health insurance, 401K, and other employee-centric benefits.
Requirements
- 7+ years in technical support roles
- Strong Experience with/Deep working knowledge of: 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
- 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
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
Benefits
- Comprehensive health insurance
- Competitive salaries
- 401K
- Volunteer programs
- Scholarship opportunities
- Fitness center
- Cafe
- Recreational facilities
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