Job Information
Motion Recruitment Partners Contact Center Support Engineer II in Arlington, Texas
Contact Center Support Engineer II
Arlington, Texas
Hybrid
Contract
$1/hr - $1/hr
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.
Specialization:
- Cloud Engineer