Senior Contact Center Engineer

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $93k - $150k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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CDW

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

📚 Education

💰 Post-IPO Equity on 2015-07

Consulting • Healthcare • Education

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

📋 Description

• Provide L2/L3 technical support for cloud contact center platforms including Five9, NICE CXone, Webex Contact Center, and Cognigy • Monitor and manage 24/7 contact center operations, ensuring platform availability, service continuity, and operational stability • Troubleshoot and resolve complex incidents involving inbound/outbound calling, IVR, ACD, call routing, queues, skills-based routing, and agent configurations • Support 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 through Control Hub and the Management Portal • Troubleshoot voice connectivity, SIP, RTP, call quality, carrier connectivity, and integration-related issues • Troubleshoot Webex Contact Center voice and digital channel issues, PSTN connectivity, dial plans, telephony and Webex Calling/CUCM integrations, agent desktop issues, and Analyzer reporting discrepancies • Support conversational AI and virtual agent solutions using Cognigy, including bot workflows, integrations, and handoffs to live agents • Manage incidents, service requests, changes, and problem records in ServiceNow or equivalent ITSM platforms • Follow incident prioritization, escalation procedures, SLA targets, and change management processes • Collaborate with customers, vendors, telecom providers, and internal infrastructure/application teams to drive timely resolution • Perform root cause analysis, document corrective and preventive actions, and identify opportunities to reduce 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 improvements, and enhanced customer experience

🎯 Requirements

• 7+ years of experience in contact center engineering, unified communications, or enterprise voice/contact center support • Hands-on experience supporting Five9, NICE CXone, and Webex Contact Center cloud contact center platforms • Hands-on experience with Webex Contact Center administration and support, including Flow Designer, routing and queue configuration, entry points, teams and skill profiles, desktop layouts, Webex Connect integrations, Analyzer reports, and Control Hub • Experience with Cognigy conversational AI, virtual agents, chatbot workflows, or contact center automation • Strong understanding 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 issues • Knowledge of APIs, webhooks, REST integrations, and CRM integrations is preferred • Experience with incidents, problem, and change management processes in an ITIL-based managed services environment • Experience using ITSM tools such as ServiceNow and monitoring or reporting dashboards • Strong 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 • Ability to manage multiple incidents and prioritize activities based on business impact and urgency • Experience supporting enterprise customers in a managed services environment • Ability to meet SLA and operational performance targets while maintaining high service quality • Willingness to participate in major incident management, escalations, on-call rotations, and service reviews • Ability to work independently while collaborating effectively with geographically distributed teams • Relevant certifications or training in Five9, NICE CXone, Webex Contact Center, Cognigy, CCaaS, or cloud contact center technologies is a plus • Experience with Salesforce, Microsoft Dynamics, or other CRM integrations is a plus • 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 using Webex Contact Center APIs, webhooks, and Webex Connect for workflow automation is a plus • Experience with scripting, APIs, workflow automation, or operational reporting is a plus • 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 plan • Benefits overview provided at https://cdw.benefit-info.com/ • Remote work arrangement • Equal opportunity employment