Contact Center Support Engineer

🕒 October 1

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

👻 Ghost score 15%

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C Spire

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1988

💼 Consulting

📦 Logistics

📡 Telecommunications

💰 $26.2M Grant on 2023-08

Consulting • Logistics • Telecommunications

C Spire is a technology company specializing in providing advanced wireless communication solutions along with home internet services. They offer a variety of plans for both business and personal customers, emphasizing customer support and technology consulting. C Spire also boasts a nationwide 5G network and promotes exclusive fiber home internet services available in select areas. Their aim is to empower businesses and households with innovative connectivity solutions and trustworthy IT support.

📋 Description

• Provide Tier 2/3 advanced troubleshooting for customer production environments running Webex Contact Center. • Partner with Tier 1 Customer Support Center teams on escalated tickets and cases. • Assess and optimize customer Webex Contact Center configurations, routing, IVR/self-service, reporting, and workflows. • Design, build, test, and document integrations between Webex Contact Center, Webex Connect, CRM platforms, workforce optimization, and analytics solutions. • Configure and validate new features and services, including flow and queue build-out and controlled production cutovers. • Support Webex Connect CPaaS services for outbound and digital engagement. • Coordinate escalations with Cisco TAC and Engineering teams, including diagnostics, reproduction, fixes, and remediation validation. • Support Webex Calling integrations, endpoints, devices, Local Gateway, SBC, and SIP/PSTN components. • Troubleshoot integrations with customer experience technologies. • Contribute to runbooks, knowledge articles, support documentation, escalation paths, and troubleshooting procedures. • Participate in post-incident reviews and continuous improvement initiatives.

🎯 Requirements

• 8 years of experience providing Tier 2/3 support, implementation, or engineering for contact center, UCaaS/CCaaS, or customer experience platforms, including hands-on configuration and integration work in production environments. • Demonstrated experience providing Tier 2/3 support for contact center, UCaaS/CCaaS, or customer experience platforms, including advanced troubleshooting and incident management. • Working knowledge of Webex Contact Center concepts and components including tenant configuration, routing/IVR flows, agent and supervisor functions, reporting, analytics, and digital channels. • Experience collaborating with vendor support organizations such as Cisco TAC to resolve product defects and complex technical issues. • Strong understanding of voice fundamentals including SIP concepts, call flows, and media quality considerations with the ability to troubleshoot end-to-end voice issues. • Ability to implement and support solution enhancements including configuration updates, feature enablement, and controlled production changes with clear documentation. • Experience supporting integrations with CRM platforms, workflow tools, IVR systems, and related customer experience technologies. • Strong written and verbal communication skills with the ability to document troubleshooting steps, communicate status clearly, and explain technical issues to both technical and non-technical stakeholders. • Experience supporting Webex Calling environments including Control Hub administration and endpoint troubleshooting. • Experience with Webex Connect (CPaaS) or similar outbound and digital workflow platforms. • Experience supporting contact center ecosystem tools including CRM connectors, workforce optimization, analytics, and recording platforms. • Familiarity with structured support methodologies including severity definitions, escalation procedures, and post-incident review processes. • Occasional travel to customer premises and equipment locations may be required. • Availability to work outside normal business hours may be required during high-impact incidents, planned maintenance windows, or critical customer go-live events.

🏖️ Benefits

• Competitive Compensation Package • Blue Cross Blue Shield Health Insurance • 401k Match • Tuition Assistance Programs • Complimentary Wireless Service & Device* • Teladoc Telemedicine • WellBeacon Wellness Program • Paid Talent Referral Opportunities

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