Senior Contact Center Engineer
Job Summary
Supporting a 24/7 cloud-based Contact Center as a Service (CCaaS) platform, the full-time Senior Contact Center Engineer will manage technical support for systems like Five9, NICE CXone, and Webex Contact Center, ensuring operational stability and excellent customer experience.
Key responsibilities
- Provide L2/L3 technical support for cloud contact center platforms, ensuring service availability and continuity
- Troubleshoot and resolve complex incidents related to calling, IVR, ACD, and agent configurations
- Collaborate with customers and internal teams to drive timely resolution of technical issues and enhance operational performance
Required qualifications
- 7+ years of experience in contact center engineering or enterprise voice/contact center support
- Hands-on experience with Five9, NICE CXone, and Webex Contact Center
- Strong understanding of CCaaS architecture, IVR, ACD, and call routing functionalities
- Experience with incident and change management processes in an ITIL-based environment
- Familiarity with APIs, webhooks, and CRM integrations is preferred
Complete Job Description
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