CCaaS Technical Support Engineer (T2)

Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.

We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

Learn more at betsol.com

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

• 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

Required Competencies:

• 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.