Contact Center Support Engineer II

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

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.