Application Support Engineer (TLS-IP)

USAN is an innovative contact center solutions provider, a respected community leader, and an all-around great place to work. We promote work-life effectiveness for all of our employees by creating a supportive, flexible, and collaborative work environment. We have a high performance culture, where we treat our employees as individuals, as professionals, as key members of the team, and like family.

Under the direction of the Technical Support Engineer, the Application Support Engineer will perform the following major duties, depending upon where a solution is within the lifecycle. Supported solutions at USAN include Hosted Contact Center ACD, IVR, WFM, and Omni-Channel solutions.


  • Work closely with the customer technical leads and internal operational groups to ensure that release management processes are followed, risk is minimized, and the solution implementation matches the solution design
  • Implement the solutions into production
  • Provide technical knowledge of the solution based upon solution capabilities and industry best practices.
  • Provide advanced-level support for both production issues and well as production enhancements
  • Provide direction and leadership during service-impacting outages
  • Assist with the design, control, and analysis of inbound and outbound campaigns to optimize resource management and call center efficiency
  • Generate and analyze reporting when necessary for troubleshooting
  • Provide third tier analysis and support for proprietary and business software, and IVR and client impacting issues
  • Support platform setup related to new or existing contact center strategies


  • 3-5 years of experience in an analytical, customer-facing role
  • Ability to provide on-call support when needed
  • 2 or 4 year degree preferred but will consider experience in lieu of degree
  • Understanding of the data flow and call list behavior on the platform
  • Knowledge of Windows Based O/S including but not limited to Windows Server 2008/2012
  • Knowledge of Asterisks a plus
  • Knowledge of UNIX-based O/S and Sybase SQL
  • Excellent analytical skills and problem solving abilities
  • Strong initiative and the ability to anticipate problems and prepare for solutions
  • Ability to work in a team environment. However, when necessary must be able to work independently, maintaining a high level of accuracy with minimal guidance

Job Benefits:

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions