Job Description
Provide technical support and troubleshooting for contact center technologies, focusing on PHI-related systems and critical infrastructure.
Key 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
Qualifications: Qualifications
Required Competencies: - 7+ years in technical support roles
- Strong experience with deep working knowledge of:
- Verint Ecosystem
- Verint QM
- Verint WFM
- Five9 Ecosystem
- Five9 Omnichannel
- Five9 Agent Assist
- 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
- 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
Special Circumstances: - 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
Additional Information
Location: United States (Remote with occasional travel to Scottsdale AZ/Hartford CT)
All your information will be kept confidential according to EEO guidelines.