CCaaS Support Technician

3 weeks ago

Cleveland, United States Vernovis Full time

Job Title: CCaaS Support Technician

Location/ Work Structure: Hybrid, Cincy, Cleveland


Who we are: Vernovis is a Total Talent Solutions company specializing in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct-hire opportunities in Ohio and across the Midwest.

What You'll Do:

  • System Administration:
  • Configure, manage and support the RingCentral InContact platform.
  • Monitor system performance and ensure optimal functionality.
  • Perform routine maintenance and updates to the system.
  • Technical Support:
  • Provide Level 1 and Level 2 support for all contact center-related issues.
  • Troubleshoot and resolve technical problems related to the RingCentral InContact platform.
  • Coordinate with RingCentral support for advanced issue resolution.
  • User Training and Support:
  • Assist in training end-users on the use of the RingCentral InContact platform.
  • Develop and maintain user guides and training materials.
  • Provide ongoing support and guidance to contact center agents and supervisors.
  • Integration and Optimization:
  • Collaborate with IT and other departments to integrate RingCentral InContact with other business systems.
  • Identify opportunities for improving contact center processes and implementing best practices.
  • Reporting and Analytics:
  • Generate and analyze reports on contact center performance and usage.
  • Provide insights and recommendations based on data analysis to improve service delivery.
  • Compliance and Security:
  • Ensure compliance with industry regulations and organizational policies.

Maintain the security and integrity of the contact center system.


What Experience You'll Have:


  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 2 years of experience in a technical support role, preferably in a contact center environment.
  • Experience with RingCentral InContact or similar CCaaS solutions.
  • Strong technical troubleshooting and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Proficiency in using reporting and analytics tools.
  • Knowledge of integration methods and tools.
  • Certification in RingCentral InContact or other CCaaS platforms.
  • Experience with omni-channel contact center environments.
  • Familiarity with CRM systems and their integration with contact center solutions.
  • Excellent documentation skills.

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