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 identify and resolve technical performance issues.
Requirements
- Experience providing Tier 2 technical support for contact center or voice technologies.
- Strong knowledge of cloud-based contact center platforms and CCaaS solutions.
- Understanding of call routing, IVR design, agent queues, and voice connectivity.
- Proficiency in troubleshooting desktop hardware, software, and network issues (LAN/WAN/VPN).
- Ability to analyze performance metrics and resolve technical issues impacting service levels.
Skills
- Advanced troubleshooting and problem-solving abilities.
- Knowledge of contact center technologies, IVR, and telephony systems.
- Familiarity with CRM and reporting integrations.
- Strong communication and collaboration skills for cross-team escalation and support.
Summary Qualification
- Proven experience in a Tier 2 technical support or similar role.
- Background in supporting cloud-based contact center platforms and voice systems.
- Demonstrated ability to handle escalated incidents and work with senior technical teams or vendors.
- Solid understanding of networking concepts and end-user computing environments.
Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.
W
Wollborg Michelson Recruiting