Application Engineer (Contractor)

Akaasa TechnologiesUnited States

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Contact Center Application Engineer (Contractor)

Overview

The Contact Center Application Engineer will provide engineering and operational support for critical contact center technologies within the CVS Health enterprise environment. This role is responsible for incident response, problem management, and change execution, including evening and weekend support coverage. The right candidate will collaborate with vendors, CVS Health developers, and engineering teams to ensure the stability, performance, and continuous improvement of contact center applications.

This is a hands-on engineering contractor role requiring strong technical depth in Verint 15.x , workforce management, quality monitoring, reporting, and related AI-enabled contact center tools.

Key Responsibilities

Application Support & Monitoring

Proactively monitor and perform daily health checks of Verint 15.x and other contact center applications.

Troubleshoot and resolve production incidents, escalating to vendors or internal SMEs when needed.

Ensure SLAs and KPIs are consistently met for system availability and performance.

Change Execution & Problem Management

Plan, test, and execute approved system changes with strict adherence to change-control governance.

Participate in root-cause analysis for recurring or high-severity issues, driving long-term fixes.

Support major upgrades, patching, and migrations in collaboration with infrastructure and vendor teams.

Collaboration & Stakeholder Engagement

Partner with CVS Health developers, architects, and external vendors to implement scalable and resilient solutions.

Provide technical guidance and documentation to Level 1 / 2 support teams for knowledge transfer.

Effectively communicate issue status, risk, and resolution progress to leadership and stakeholders.

Technology Ownership

Maintain deep expertise in Verint 15.x call / desktop recording, Quality Management (QM), and Workforce Management (WFM).

Provide operational oversight of related platforms such as Aspect, Intradiem, reporting / analytics, and AI-driven contact center technologies.

Continuously explore and recommend process improvements and automation opportunities.

Required Qualifications

3+ years of experience in IT support or operations engineering, with emphasis on contact center technologies .

3+ years of direct hands-on experience supporting :

Verint 15.x (recording, quality management, workforce management, reporting)

Aspect and Intradiem (or similar) applications

Proven track record of supporting production enterprise environments , incident response, and change execution.

Experience with public cloud platforms (Azure, AWS, or GCP) in support or integration of enterprise applications.

Strong troubleshooting, root-cause analysis, and problem-solving skills.

Preferred Qualifications

General understanding of operating systems (Windows / Linux) , enterprise software architecture, and public cloud design.

Familiarity with contact center AI technologies and automation frameworks.

Excellent verbal and written communication skills, with the ability to engage effectively with vendors, customers, and senior leaders.

Strong documentation discipline and ability to create runbooks, SOPs, and knowledge articles.

Self-motivated continuous learner, keeping current with emerging contact center trends, tools, and best practices.

Additional Information

This role requires evening and weekend on-call support participation.

Contractor may be expected to assist in major incident bridges and collaborate in high-urgency scenarios .

Initial engagement is for supporting and stabilizing the Verint 15.x environment , with opportunities to expand into broader contact center transformation projects

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