CCaaS Technical Support Engineer T2

Summary

Join BETSOL, a cloud-first digital transformation and data management company, as a Technical Support Specialist. You will provide technical support and troubleshooting for contact center technologies, focusing on PHI-related systems and critical infrastructure. Your responsibilities will include troubleshooting and resolving technical issues in various systems, performing health checks and system monitoring, handling incidents and escalations, implementing and coordinating changes, creating and maintaining technical documentation, supporting problem management activities, and assisting with vulnerability remediation. This role requires 7+ years of experience in technical support roles, strong experience with contact center technologies, cloud platforms, Java programming, software architecture, data flow and integration, and an understanding of HIPAA compliance. You must also possess strong troubleshooting skills, experience with monitoring tools, and ServiceNow expertise. The ideal candidate will have strong problem-solving abilities, excellent communication skills, team collaboration skills, a process-oriented mindset, a customer service focus, the ability to work under pressure, and time management skills. This position is remote with occasional travel to Scottsdale AZ/Hartford CT.

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

• Provide technical support and troubleshooting for contact center technologies, focusing on PHI-related systems and critical infrastructure
• 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