Engineer, Managed Services Contact Center (Cisco)

TL;DR

Engineer, Managed Services Contact Center (Cisco/Cloud CC): Providing technical support and application development for Contact Center customers with an accent on troubleshooting, scripting, and patching. Focus on maintaining Cisco, Amazon, and Five9 environments and implementing routing alterations.

Location: Remote (Must be based in the Continental US)

Company

A trusted global technology ally specializing in AI, cloud solutions, cybersecurity, and next-gen infrastructure.

What you will do

• Support Contact Center customers through application development, troubleshooting, and technical support.
• Perform minor SR upgrades and script alterations for call routing and prompting.
• Maintain and update Cisco, Amazon, Five9, and 3rd party contact center products.
• Troubleshoot and make administrative changes to customer environments.
• Keep certifications current and stay updated on competitive solutions and products.

Requirements

• Must be remotely based in the Continental US.
• Bachelor’s degree in EE/CS or equivalent work/military experience.
• 2 years of experience working with Contact Centers.
• Proficiency in Cisco ICM/UCCE/PCCE, CVP, IPIVR, and Webex Contact Center.
• Experience with Five9 Cloud Contact Center and Amazon Connect.
• Strong written and verbal communication and presentation skills.

Culture & Benefits

• Culture of trailblazers focused on innovation, builders, and collaborators.
• Opportunity to work with Generative AI and resilient digital ecosystems.
• Professional growth through maintaining and obtaining new certifications.
• Inclusive work environment with a strong commitment to the community.