Innoventrics · 10 hours ago
Contact Center WFO Platform Support Engineer (Contract – L2 Support)
Chandler, AZ
Contract
Onsite
Mid Level
$65/hr - $69/hrInnoventrics is seeking an experienced WFO Platform Support Engineer to support and stabilize their enterprise contact center environment during a modernization journey. The role involves providing Tier 2 support for contact center applications and troubleshooting various technical issues while ensuring system performance and reliability.
Management Consulting
Responsibilities
Provide Tier 2 support for contact center WFO applications including NICE Engage, Nexidia Analytics, Alvaria WFM, Verint, and Intradiem
Troubleshoot issues related to voice & screen recording, media quality, analytics workflows, and platform performance
Support enterprise infrastructure across servers, networking, storage, virtualization, and cloud services
Monitor system health, analyze logs, and drive root‑cause investigations
Partner with voice, networking, security, and application teams to resolve cross‑platform issues
Assist with upgrades, maintenance windows, patching, and environment lifecycle tasks
Document procedures, FAQs, and troubleshooting guides for broader support teams
Participate in a on‑call rotation for priority production issues (shared across the team)
Qualification
Required
Experience supporting enterprise infrastructure (Windows/Linux, networking fundamentals)
Strong troubleshooting skills and comfort working in complex, multi‑system environments
Familiarity with scripting/automation (PowerShell, Python, Ansible)
Excellent communication skills and ability to collaborate across technical teams
Ability to navigate fast‑paced operational workloads with shifting priorities
Preferred
Experience with contact center technologies, SIP/RTP media flows, or recording platforms
Background using JIRA, Kanban workflows, or similar ticketing systems
Exposure to Zero Trust or security‑aligned infrastructure solutions
Company
Innoventrics
Innoventrics is a global technology solutions company with a strong presence in India USA and the Canada, empowering organizations in IT and Healthcare to innovate, scale, and transform digitally.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase