Senior Contact Center Engineer

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

📋 Description

• Deliver L2/L3 technical assistance for cloud contact center platforms such as Five9, NICE CXone, Webex Contact Center, and Cognigy.

• Oversee and manage 24/7 contact center operations, guaranteeing platform availability, service continuity, and operational stability.

• Diagnose and resolve intricate incidents related to inbound/outbound calling, IVR, ACD, call routing, queues, skills-based routing, and agent configurations.

• Assist with IVR workflows, call flows, dialer configurations, reporting, dashboards, and contact center administration.

• Support Webex Contact Center tenants, including Flow Designer flows, entry points, queues, routing strategies, teams, agent profiles, desktop configuration, and administration via Control Hub and the Management Portal.

• Troubleshoot voice connectivity, SIP, RTP, call quality, carrier connectivity, and integration-related challenges.

• Address Webex Contact Center voice and digital channel concerns, PSTN connectivity, dial plans, telephony and Webex Calling/CUCM integrations, agent desktop issues, and Analyzer reporting discrepancies.

• Provide support for conversational AI and virtual agent solutions utilizing Cognigy, including bot workflows, integrations, and transitions to live agents.

• Manage incidents, service requests, changes, and problem records in ServiceNow or equivalent ITSM platforms.

• Adhere to incident prioritization, escalation procedures, SLA targets, and change management processes.

• Collaborate with customers, vendors, telecom providers, and internal infrastructure/application teams to ensure prompt resolution.

• Conduct root cause analysis, document corrective and preventive actions, and pinpoint opportunities to minimize recurring incidents.

• Maintain technical documentation, knowledge articles, SOPs, and troubleshooting guides.

• Participate in shift handovers, on-call support, major incident bridges, and scheduled maintenance activities.

• Identify opportunities for automation, operational enhancements, and improved customer experience.

⛳️ Requirements

• Over 7 years of experience in contact center engineering, unified communications, or enterprise voice/contact center support.

• Practical experience supporting Five9, NICE CXone, and Webex Contact Center cloud contact center platforms.

• Hands-on experience with Webex Contact Center administration and support, covering Flow Designer, routing and queue configuration, entry points, teams and skill profiles, desktop layouts, Webex Connect integrations, Analyzer reports, and Control Hub.

• Familiarity with Cognigy conversational AI, virtual agents, chatbot workflows, or contact center automation.

• Strong comprehension of CCaaS architecture, IVR, ACD, call flows, queues, agent states, skill-based routing, and dialer functionality.

• Experience troubleshooting SIP, RTP, VoIP, call quality, PSTN connectivity, and voice routing challenges.

• Knowledge of APIs, webhooks, REST integrations, and CRM integrations is preferred.

• Background in incidents, problem, and change management processes within an ITIL-based managed services environment.

• Proficient in using ITSM tools like ServiceNow and monitoring or reporting dashboards.

• Excellent analytical, troubleshooting, documentation, and communication skills.

• Willingness to work in a 24/7 rotational shift environment, including nights, weekends, and holidays as per the support roster.

• Capability to manage multiple incidents and prioritize tasks based on business impact and urgency.

• Experience supporting enterprise customers within a managed services setting.

• Ability to meet SLA and operational performance targets while ensuring high service quality.

• Willingness to engage in major incident management, escalations, on-call rotations, and service reviews.

• Capability to work independently while effectively collaborating with geographically distributed teams.

• Relevant certifications or training in Five9, NICE CXone, Webex Contact Center, Cognigy, CCaaS, or cloud contact center technologies is advantageous.

• Experience with Salesforce, Microsoft Dynamics, or other CRM integrations is beneficial.

• Familiarity with Microsoft Teams, Webex Calling, Cisco Unified Communications (CUCM, CUBE, Unified CCX/CCE), or other enterprise voice platforms is a plus.

• Experience integrating Webex Contact Center with CRM platforms and utilizing Webex Contact Center APIs, webhooks, and Webex Connect for workflow automation is beneficial.

• Background in scripting, APIs, workflow automation, or operational reporting is advantageous.

• Experience supporting enterprise-scale contact center migrations, implementations, or platform upgrades is a plus.

🏝️ Benefits

• Annual bonus target of 10% subject to terms and conditions of the plan.

• Benefits overview available at https://cdw.benefit-info.com/.

• Remote work arrangement.

• Equal opportunity employment.