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Senior Application Support Engineer (TLS-SaaS)

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 Manager of Third-Level Support, the Senior 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.

Roles:

  • Provide third-level support to the NMC, Application Support, and Node Manager groups, regarding production issues
  • Implementation of new products/services into both a quality assurance environment as well as a production environment
  • Provide SME support of production implementations in regards to proposed expansion, development, and troubleshooting

Duties:

Support of Production Issues

  • Providing direction to the Application Support group, NMC, and Node Manager groups, regarding how an issue is to be identified/resolved
  • Collection and analysis of production data in an effort to determine the root cause.
  • Provide third-party partner and internal development group with the required analysis/data to generate fixes/updates for production issues
  • Configuration, implementation, testing of fixes/updates in the QA environment and also in production
  • Scheduling fixes/updates into production, both internally and externally

New Software Implementation

  • Participating in initial design meetings
  • Providing third-level support assessment of hours, on all projects
  • Maintaining an ongoing schedule of all internal/external implementations and providing implementations dates for all projects
  • Accepting third-party partner and/or PS-Dev handoff of projects, implementing them into the QA environment, and working with partner/ PS-Dev to validate the installation. Supporting the business partners with their unit acceptance testing in the QA environment
  • Supporting the business unit with their unit acceptance testing in the QA environment
  • Maintaining the implementation plan, along the way, as changes/updates are made to the project
  • Implementing all new projects into production

Basic Qualifications:

  • 5+ years of experience working with inbound/outbound (blended) ACD in a call-center environment
  • 5+ years of experience in workforce management, performance/statistical analysis, continuous quality improvement
  • Ability to provide on-call support when needed
  • Understanding of the data flow and call list behavior on the platform
  • Excellent verbal and written communication skills
  • Excellent time management, project management and leadership skills
  • 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

Preferred Qualifications

  • Bachelor’s degree in a field related to Information Technology
  • Heavy experience with Aspect products, especially Aspect’s UIP product as well as the ECM/ALM
  • Knowledgeable experience with Aspect products is preferred, to include Aspect’s UIP product as well as the ECM/ALM products
  • Exposure to Linux navigation, SQL query, Windows Administration tools, including but not limited to: service administration, event logs, netbios, etc.

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