Contact Center Engineer

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Assist with governance activities focused on contact center security, compliance, and operational controls.

• Monitor and facilitate the remediation of security vulnerabilities within Cisco, Avaya, Five9, and associated contact center infrastructure.

• Manage user access requests, conduct access reviews, and maintain related documentation to ensure proper system access controls.

• Oversee FTC audits and help gather, organize, and sustain supporting documentation and follow-up tasks.

• Supervise change controls to confirm all necessary approvals, documentation, and implementation coordination are fulfilled.

• Monitor mandatory compliance and security training for the team and track completion status.

• Assist in the tracking and coordination of third-party vendor risk assessments with both internal and external stakeholders.

• Develop and maintain team documentation, including knowledge articles, process guides, and operational manuals.

• Provide support for reporting, recordkeeping, and procedural assistance to ensure a secure, compliant, and efficiently managed contact center environment.

⛳️ Requirements

• A minimum of 3 years of experience in IT security, compliance, or technology governance concepts.

• At least 2 years of experience with Microsoft Office applications, including Excel, Word, and PowerPoint.

• A Bachelor’s degree or equivalent experience (high school diploma plus 4 years of relevant experience).

• Familiarity with contact center technologies such as Cisco, Avaya, or Five9.

• Experience in security vulnerability tracking, audit support, access governance, or compliance-related activities.

• Excellent organizational skills and a keen attention to detail.

• Ability to manage multiple tasks, adhere to established processes, and maintain precise documentation.

• Strong written and verbal communication abilities.

• Capability to collaborate effectively with technical teams, business partners, and vendors.

• Proven experience in creating process documentation.

• Knowledge of incident tracking, change management, or vendor coordination processes.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program in addition to the base salary range.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.