IT Infrastructure Engineer V - ITSM, ITIL, VoIP, PSTN

Job Summary:
The Support Engineer serves as a technical subject matter expert (SME) for enterprise contact center platforms, including NICE CXone and associated telephony, routing, and integration components. This role is responsible for resolving complex incidents, leading root cause analysis (RCA), and ensuring platform reliability across a 24/7 support environment. This position operates as the final escalation point following Tier 1 and Tier 2 triage, focusing on high-impact P0/P1 issues, platform engineering, and continuous improvement initiatives to improve system stability and reduce incident recurrence. This role is critical to supporting a large-scale CCaaS transformation enabling reliable, scalable, and integrated contact center services across the enterprise, directly impacting member access, clinical workflows, and customer experience outcomes
This senior level employee is primarily responsible for providing expert technical advice on IT infrastructure for assigned systems, setting the technical direction for infrastructure solutions, and for serving as a technical expert for project teams while mentoring and advising others in all system development lifecycle phases.

Essential Responsibilities:

• Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.
• Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.
• As part of the IT Engineering job family, this position is responsible for leveraging DEVOPS, and both Waterfall and Agile practices, to design, develop, and deliver resilient, secure, multi-channel, high-volume, high-transaction, on/off-premise, cloud-based solutions.
• Provides consultation and expert technical advice on IT infrastructure planning, engineering, and architecture for assigned systems by assessing the implications of IT strategies on infrastructure capabilities.
• Provides some recommendations and input on options, risks, costs, and benefits for systems designs.
• Leverages partnerships with IT teams and key business partners to troubleshoot complex systems.
• Serves as a functional expert and collaborates with architects and software engineers to ensure functional specifications are converted into flexible, scalable, and maintainable system designs.
• Translates business requirements, and functional and non-functional requirements, into technical specifications that support integrated and sustainable designs for complex or high impact infrastructure systems by partnering with Business Analysts to understand business needs and functional specifications.
• Ensures system designs adhere to company architecture standards.
• Builds partnerships with counterparts in various IT Teams (e.g., database, operations, technical support) throughout system development and implementation.
• Serves as a technical expert for project teams throughout the implementation and maintenance of assigned enterprise infrastructure systems by defining and overseeing the documentation of detailed standards (e.g., guidelines, processes, procedures) for the introduction and maintenance of services.
• Mentors other technical resources throughout infrastructure systems development.
• Reviews and validates technical specifications and documentation for complex or multi-dimensional solutions.
• Leads the development and modification of solutions by identifying technical solutions to business problems.
• Collaborates with business leaders, Solutions, and lead enterprise architects to review business drivers, and establish a foundation for enterprise systems planning.
• Reviews benchmarking results, and provides information to support current and future infrastructure needs and projects to IT leadership. Provides preliminary conclusions.
• Benchmarks and evaluates IT trends and technologies to identify opportunities and considerations that impact ROI.
• Makes recommendations on resources required to maintain service levels and meet new demands.
• Guides and drives physical architecture design for new initiatives.

Minimum Qualifications:

• Minimum two (2) years in a technical leadership role with or without direct reports.
• Bachelors degree in Computer Science, CIS, or related field and Minimum eight (8) years experience in an IT operations environment with technical experience in distributed technologies, systems development, and/or networking.
• Additional equivalent work experience may be substituted for the degree requirement.

Additional Requirements:
Preferred Qualifications:

• 7+ years of experience in IT support, contact center platforms, or voice engineering
• Demonstrated experience supporting enterprise contact center platforms (e.g., NICE CXone, Genesys, Five9)
• Strong troubleshooting experience in complex, distributed systems environments
• Experience working within ITIL-based ITSM frameworks (Incident, Problem, Change)
• NICE CXone (ACD, Studio, Reporting, Admin, Performance Management)
• Contact center technologies:
  IVR design and routing.
  Omnichannel (voice, chat, SMS, email).
  Workforce Management (WFM)
• Telephony & networking fundamentals: SIP, VoIP, PSTN, QoS
• API integrations and middleware troubleshooting
• ITIL disciplines: Incident, Problem, Change, and Knowledge Management
• Strong incident troubleshooting and RCA methodology

Primary Location: Georgia,Duluth,Duluth Contact Center Additional Locations:

• Pleasanton, CA
• Corona, CA
• Lake Oswego, OR
• Greenwood Village, CO
• Hyattsville, MD
• Renton, WA
• Honolulu, HI

Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: KPIT ADMIN - ITO WT EES STRATEGY - 9601
Pay Range: $128700 - $166430 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: No
Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.