Betsol
Contact Center Application Engineer - Aspect/Intradiem
Broomfield, CO, United States · Contract
Sponsorship not specifiedDetected 6 days ago
Incident ResponseCRMForecastingCollaborationProblem Solving
About the role
- BETSOL is a cloud-first digital transformation and data management company offering products and solutions to both enterprises and consumers.
- BETSOL's Data Management product lines include Zmanda (Zmanda.com).
- Our work locations are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.
Responsibilities
- Application Support & Monitoring
- Perform root-cause analysis of system disruptions and drive corrective actions to prevent recurrence.
- Partner with internal developers, architects, and external vendors to optimize the workforce management ecosystem.
- Provide technical knowledge transfer and documentation to Level 1/2 support staff.
- Support integration of these platforms with related applications such as reporting, agent performance, and AI-enabled contact center technologies.
- Recommend automation opportunities and enhancements to drive efficiency and scalability.
- 3+ years of IT support or operations engineering experience, with emphasis on contact center workforce management and automation technologies.
Requirements
- Experience managing incidents, executing controlled changes, and supporting major deployments.
Nice to have
- Familiarity with real-time adherence monitoring, scheduling optimization, and workforce automation best practices.
- Understanding of how workforce management tools integrate with telephony, call routing, and reporting systems.
- Ability to explain complex workforce/automation concepts in clear, business-friendly terms.
- Strong written documentation skills to produce runbooks, SOPs, and technical reference material.
- Continuous learner, staying current on workforce management trends and emerging automation tools.
- Initial engagement will focus on Aspect Workforce Management and Intradiem automation, with potential expansion into broader contact center transformation initiatives.
Benefits
- Proactively monitor and perform daily health checks of Aspect and Intradiem applications.
This listing is sourced directly from Betsol's careers page and normalized into a canonical job model.