J.B. Hunt Transport Contact Center Engineer II in Lowell, Arkansas
Job Opening ID:
00326466 Contact Center Engineer II (Open)
Contact Center Engineer II
IT, Telecom & Internet
United States of America
Job Description Summary:
Under general supervision, the Contact Center Engineer II is responsible for working requests to administer users in the Contact Center systems, performing audits, creating reporting, building routing applications, and troubleshooting in the company production environment.
Monitors JB Hunt systems including applications, network, security, mainframe, database, and service desk call volume for potential operations impact
Takes remedial action on system alerts and/or failures based on level of expertise
Escalates system alerts and/or failures to other NOC team members or other relevant teams
Completes service request tasks such as application/server restarts and Firecall activation
Manages the weekly maintenance window for the mainframe
Participates in war room activities by performing necessary tasks, providing data, and active monitoring
Sends notifications around planned/unplanned maintenance and system availability to the business or concerned parties
Documents methods for completing standard tasks for system administration requests following standard documentation process
Generate reporting by writing SQL queries
Audits existing systems for accuracy and reporting using pre-built queries
Recognizes changes in standard processes and creates new documentation
Works with business and technical analysts to gather requirements for changes to existing routing and reporting
Reviews statistics to provide insight into business improvement recommendations
Builds simple to moderately complex Contact Center routing applications using a generic variable-based strategy
Performs troubleshooting using log analysis tools/or reviewing logs
Bachelors degree in Management Information Systems, Computer and Information Science, Engineering, or related field, or suitable combination of education, experience and training; plus 3 years of experience in Information Technology.
Three or more years call center or contact center experience or another technical field or equivalent experience and/or training
One week of professional training on Contact Center technology
Bachelors: Chemical Engineering, Bachelors: Civil Engineering, Bachelors: Computer and Information Science, Bachelors: Computer Engineering, Bachelors: Electrical Engineering, Bachelors: Industrial Engineering, Bachelors: Management Information Systems, Bachelors: Mechanical Engineering
Client/Server Tools (Working Experience), Information Security Management (Basic Understanding), Network Operations (Basic Understanding), Service Platform Operations (Basic Understanding), System and Console Operations (Working Experience), Technical Writing/Documentation (Basic Understanding)
Completes service request tasks such as application/server restarts and Firecall activation, Escalates system alerts and/or failures to other NOC team members or other relevant teams, Manages the weekly maintenance window for the mainframe, Monitors JB Hunt systems including applications, network, security, mainframe, database, and service desk call volume for potential operations impact, Participates in war room activities by performing necessary tasks, providing data, and active monitoring, Sends notifications around planned/unplanned maintenance and system availability to the business or concerned parties, Takes remedial action on system alerts and/or failures based on level of expertise
Fortune 500 experience. Career Development. Nation-wide opportunities. We are J.B. Hunt.
Our success comes from strategically placing you in the most suitable role. Whether you have a passion for operations, sales, engineering, or information technology, we can jump start your career!
J.B. Hunt Transport, Inc. is no stranger to the transportation logistics industry. From our humble beginnings in 1961, with only five tractors and seven refrigerated trailers, we have evolved into one of the largest transportation logistics companies in North America. We provide safe and reliable transportation services throughout the United States, Canada and Mexico. Our four business segments (Intermodal, Dedicated Contract Services, Truckload, and Integrated Capacity Solutions) allow us to provide customized freight solutions for customers big and small. It's no wonder we have been named one of America's Most Admired Companies by Fortune Magazine.
J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.
“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”
Fortune 500 experience. Career growth opportunities. Nationwide relocation possibilities.
These are just a few things you'll find at J.B. Hunt. Whether you have a passion for operations, sales, engineering or information technology, we can help jumpstart your career with challenging opportunities that will help you reach your maximum potential.
Why J.B. Hunt?
We take our investment in you seriously - our future success depends on you. Be an innovator with a leading transportation company and work alongside some of the brightest minds in the industry. At J.B. Hunt, we strongly believe in promoting from within based on performance and potential, the sky is the limit for your career.
What are we looking for?
We look for high-energy, forward-thinking individuals who are interested in a career with a leader in the transportation industry. We seek exceptional people of diverse backgrounds who have the vision to carry our business forward. J.B. Hunt offers a variety of opportunities spanning across the nation.