Tier 2 Contact Center Technology Support Engineer

Wollborg Michelson RecruitingRoseville, CA

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Job Description

Tier 2 Contact Center Technology Support EngineerJob SummaryThis 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.

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FAQs About Tier 2 Contact Center Technology Support Engineer Jobs at Wollborg Michelson Recruiting

What is the work location for this position at Wollborg Michelson Recruiting?

This job at Wollborg Michelson Recruiting is located in Roseville, CA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Wollborg Michelson Recruiting?

Employer has not shared pay details for this role.

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