IT Support Engineer

About The Company

Kaiser Permanente is a leading integrated healthcare organization dedicated to providing high-quality, affordable health services and improving the health of its members and the communities it serves. With a strong commitment to innovation, patient-centered care, and operational excellence, Kaiser Permanente leverages advanced technology and infrastructure to support its mission. The organization operates across multiple regions, offering a comprehensive range of medical services, including preventive care, acute treatment, and chronic disease management. As a pioneer in healthcare technology, Kaiser Permanente continuously invests in cutting-edge systems and infrastructure to enhance patient outcomes, streamline operations, and ensure a seamless healthcare experience for its members.

About The Role

The Support Engineer at Kaiser Permanente plays a critical role in maintaining and enhancing the enterprise contact center platforms, including NICE CXone and related telephony, routing, and integration components. This senior-level position serves as a technical subject matter expert (SME), responsible for resolving complex incidents, conducting root cause analysis, and ensuring the reliability and stability of contact center systems in a 24/7 support environment. The role involves acting as the final escalation point after Tier 1 and Tier 2 support, focusing on high-impact issues such as P0/P1 incidents, platform engineering, and continuous improvement initiatives. The Support Engineer contributes to a large-scale contact center-as-a-service (CCaaS) transformation, enabling scalable, reliable, and integrated contact center services that directly impact member access, clinical workflows, and customer experience outcomes. The position requires a deep understanding of IT infrastructure, enterprise systems, and contact center technologies, along with the ability to lead cross-functional collaboration and drive technical excellence.

Qualifications

• A minimum of two (2) years in a technical leadership role, with or without direct reports, demonstrating strong leadership and problem-solving skills.
• A Bachelor's degree in Computer Science, CIS, or a related field is preferred; however, equivalent work experience in an IT operations environment may be substituted.
• At least eight (8) years of experience working with distributed technologies, systems development, networking, and enterprise infrastructure.
• Proven expertise in contact center platforms, telephony systems, and cloud-based solutions is highly desirable.

Responsibilities

• Serve as a technical subject matter expert for enterprise contact center platforms, including NICE CXone, telephony, routing, and integration components, ensuring system stability and performance.
• Lead the resolution of complex incidents, providing timely and effective solutions to minimize system downtime and impact on operations.
• Conduct root cause analysis (RCA) for high-impact P0/P1 issues, identifying underlying problems and implementing corrective actions to prevent recurrence.
• Collaborate with cross-functional teams, including IT engineering, architecture, and business units, to design, develop, and deploy resilient, secure, and scalable contact center solutions.
• Leverage DEVOPS, Waterfall, and Agile methodologies to support the development and deployment of enterprise infrastructure solutions.
• Provide expert guidance on IT infrastructure planning, architecture, and technical specifications, ensuring alignment with organizational standards and strategic goals.
• Partner with IT teams and business stakeholders to troubleshoot complex systems, translating business requirements into technical solutions.
• Mentor junior team members and technical resources, fostering a culture of continuous learning and technical excellence.
• Review and validate technical documentation, specifications, and standards for complex infrastructure projects.
• Lead the development of technical standards, guidelines, and best practices for system implementation and maintenance.
• Collaborate with enterprise architects and project teams to review business drivers and establish a foundation for future infrastructure planning.
• Assess emerging IT trends and technologies, providing recommendations to optimize ROI and improve system capabilities.
• Define resource requirements and provide guidance on physical architecture design for new initiatives.
• Monitor system performance, conduct benchmarking, and evaluate the impact of new technologies on existing infrastructure.

Benefits

Kaiser Permanente offers a comprehensive benefits package designed to support the health, well-being, and financial security of its employees. Benefits include competitive salary packages, health insurance coverage, dental and vision plans, retirement savings plans, paid time off, and wellness programs. Employees have access to ongoing professional development opportunities, tuition reimbursement, and a collaborative work environment that encourages innovation and growth. Kaiser Permanente also emphasizes work-life balance through flexible scheduling and employee assistance programs, fostering a supportive and inclusive workplace culture.

Equal Opportunity

Kaiser Permanente is an equal opportunity employer committed to fostering an inclusive environment where all employees and applicants are treated with respect and fairness. We do not discriminate based on race, ethnicity, gender, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic. We value diversity and are dedicated to creating a workplace that reflects the communities we serve. All qualified candidates are encouraged to apply, and we are committed to providing reasonable accommodations to support applicants with disabilities throughout the hiring process.