Enterprise Tools Engineer

inContact, Inc. (NASDAQ: SAAS) is a provider of on-demand call center software. The inContact platform has grown from an Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) with speech recognition, to include an online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution.

The Tools Engineer will assist in the implementation, support and maintenance of the enterprise management tools in use at inContact. This includes serving as the first or primary contact for the support of these tools.

* Identify gaps in monitoring and reporting in the enterprise and work with business partners to select tools that will help stabilize the inContact infrastructure to help ensure services are available. * Work closely with other groups to ensure that enterprise management tools work correctly and meet business needs. * Monitor requests and tickets for the group and ensure they are addressed in a timely fashion; Keeps customers updated on their requests and applicable project status. * Implement, administer and help maintain assigned tools. * Continue to learn how to administer additional tools and expand capabilities with current supported tools. * Keep documentation up to date on group and tool standards, processes and procedures * Escalate issues to management as required in a timely manner. * Backup other team members as needed. * Manage assigned tasks and ensure their timely completion. * Work with Windows and Linux/UNIX operating systems. * Help identify and resolve issues with enterprise management tools. * May occasionally need to work after business hours and weekends for implementations, upgrades, etc.

**To Land This Gig You'll Need:** * Bachelor's Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required * 5+ years’ experience in a technical or support role * Experience with BMC TrueSight or other enterprise monitoring tools * Experience with logging tools like ITDA, Splunk, LogRhythm or other enterprise level tools * Experience supporting multiple solutions with different users * Experience successfully working under time constraints and deadlines * Basic computer and networking knowledge * Effective verbal, written and interpersonal skills * Working knowledge of Windows and UNIX/Linux operating systems * Proven ability to learn new skills * Good analytical and problem solving/troubleshooting skills **Bonus Experience:** * Experience with Enterprise Management tools from HP, BMC, CA or IBM * Experience working with vendors to resolve issues with their software * Coding/scripting experience * Automation experience * Testing and performance analysis skills