Contact Center Engineer II

Hourly Pay Range:

Position Highlights:

• Position:
  Contact Center Engineer II
• Location:
  
  Warrenville, IL
• Full Time
• Hours:
  
  Monday-Friday, 8:00am - 4:30pm
• Hybrid Position
• Local travel to other corporate sites will be required as needed.

Job Summary:
The Contact Center Engineer's role is to ensure the stability, integrity, and efficient operation of the in-house information systems that support core organizational functions. This is achieved through researching, designing, building, configuring, testing, deploying, analyzing, administering, and maintaining/supporting environments and hardware, infrastructure and software platforms, and software technology components to meet current and future business needs for their specific technology portfolio.

The Contact Center Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments.

The Contact Center Engineer is responsible to researching, designing, building and planning as well as maintaining capabilities and executing on projects related to systems analysis, integration and support, scripting, developing solutions to support hardware, infrastructure, and software platforms and software technology components. Individual utilizes advanced systems, scripting and developer skills to execute project work related to analysis, integration, and resolution of moderately to highly complex incidents and problems affecting production systems and multiple applications.

This role also helps lead the definition and update of items in the configuration management plan. Designs information systems that are appropriate for users' needs and consistent with the overall design of the organization's information systems architecture.

This position will support our contact center environment, primarily based in Cisco UCCE and Genesys.

What you will do:

• Executes on objectives related to the on-going maintenance, expansion or upgrade of Endeavor Health’s software, platforms, infrastructure and devices within Endeavor Health. Collaborates with other Systems Engineers and Architects to ensure that modified hardware and software interacts appropriately across infrastructure and platforms; performance and data conversion impacts are considered; environments are developed and maintained, and other areas of impact are addressed and meet business function and performance requirements.
• Leads and works on technology initiatives within their span of control and portfolio with minimal direction and support, accomplishing critical milestones and apply changes to and using the technology within their span of control. Demonstrates high degree of proficiency in the platform as it applies their technology portfolio and work assignments.
• Leads complex, hardware and software technology component analysis, and evaluation on resource requirements necessary to maintain/expand service levels or tune hardware and software infrastructure components for optimum performance.
• Installs new software releases and system upgrades, evaluates and installs patches, and resolves software related problems. Patching is inclusive of assessing security patches based on criticality and enterprise impact.
• Supports the software, platforms, devices and infrastructure within Endeavor Health by addressing inquiries, reported issues and problems.
• Manages, troubleshoots and resolves alerts and tickets in accordance with detailed documentation from a moderate to high complexity in nature. Identifies tickets/incidents that need to be escalated to leadership with appropriate work documented and transition. Provides hardware break/fix resolution while working with associated vendors. Performs On-call rotational duties by providing off hour support to supported platforms, software and infrastructure through response to inquiries, reported issues and problems from the End User Community as well as items escalated through system monitoring tooling and other IT Engineering and Application…