Job Description

Tier 2 Contact Center Technology Support Engineer


Job Summary

This role provides advanced Tier 2 technical support for cloud-based contact center platforms and related voice technologies, focusing on troubleshooting and maintaining systems that power contact centers, including call routing, IVR, agent queues, voice and chat platforms, reporting, and CRM integrations.

Responsibilities

Troubleshoot moderately complex issues related to desktop hardware, software, networks (LAN/WAN/VPN), and specialized contact center applications.

Serve as a Tier 2 escalation point for incidents from Tier 1, prioritizing, resolving, or escalating to Tier 3 or vendors as appropriate.

Support and maintain CCaaS platforms and voice systems, including call routing, IVR flows, agent queues, and connectivity.

Monitor contact center KPIs (such as call volume and service levels) to identi...