Contact Center Support Engineer II

Title: Contact Center Support Engineer II Location: Remote (Canada) Job type: Contract Job Description 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. Required Skills: Contact Center / CCaaS Platforms Genesys Cloud preferred Contact Center application support & maintenance Cloud-native solutions API integrations Chatbots Troubleshooting & Root Cause Analysis Agile methodology SQL / HTML / HTML5 Contact Center production support experience Job Responsibility 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 Job Qualifications Knowledge and Skills Intermediate knowledge of CCaaS technology and applications 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 Software Development 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 create and work RFC and SR tickets with Oracle On Demand, Oracle Managed Cloud Services and Oracle Support 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: Visual Basic, SQL, HTML, HTML5 preferred Intermediate skills: SQL Server 2008/2012, VMware, Window Server 2008/2012 preferred Work Experience 2-4 years of experience in designing, developing, deploying, and maintaining contact center solutions required Education High School Diploma or equivalent required Bachelor’s Degree in related field or equivalent work experience preferred

The role involves performing maintenance, support, and development of cloud-based contact center systems. The engineer collaborates with technical teams and vendors to troubleshoot issues and implement technical solutions like chatbots and API architectures.

Requires 2-4 years of experience in designing and maintaining contact center solutions with intermediate knowledge of CCaaS and Agile methodologies. A high school diploma is required, while a bachelor's degree in a related field is preferred.

• SQLPreferred
• HTMLPreferred
• Data visualizationPreferred
• Microsoft ExcelPreferred

Identified from the job description. Confirm important requirements above.

• CCaaS
• Genesys Cloud
• API Integrations
• Chatbots
• Root Cause Analysis
• Agile Methodology
• SQL
• HTML
• HTML5
• Production Support
• Data Visualization
• Visual Basic
• VMware
• Windows Server
• Microsoft Excel
• Technical Documentation

• Technology
• Customer Service & Support
• Software
• Engineering
• Consulting

Minimum education

High school

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level

Application method

Direct apply is available