Technical Engineer

Johnson Controls, Inc.; Ciudad de México; Presencial; MXN 30,000 - 60,000; Jornada completa

Descripción de la vacante

An innovative company is seeking a Contact Center Engineer to enhance their operational capabilities. In this role, you'll engage with cutting-edge technologies like the Nice CXone suite, collaborating with a dynamic team to deliver exceptional technical operations for global contact centers. This position offers a unique opportunity to grow your skills in a supportive environment, where mentorship is a key component of your development. If you're passionate about technology and eager to solve problems, this is the perfect chance to make a significant impact in the industry.

Formación

• 1-2 years experience in Contact Center Technology.
• 1 year experience with Nice CXone Technology.

Responsabilidades

• Support tier 2 through 4 operational incidents and service requests.
• Translate business requirements into technical requirements.

Conocimientos

Contact Center Technology

Nice CXone Technology

VoIP Troubleshooting

Problem Solving

Bilingual (Spanish and English)

Educación

Bachelor's Degree

Descripción del empleo

Contact Center Engineer (Mexico – 170)

What You will do

Are you looking for a role where you can make a different in the business & world? This role will deliver new technologies enabling our Contact Centers to saves lives!

Which technologies? We support Nice CXone suite of omnichannel ACD and IVR and complementing it with Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics and Artificial Intelligence. You will work with a team of call center engineering peers to deliver rock solid technical operations for our Global Contact Centers. You’re experienced but you haven’t delivered all of these products before? Don’t worry! Bring what Your ACD/IVR experience and learn the rest with us!

How you will do it

• Work on a team engaging in technical exploration and delivery of new features & components
• Support tier 2 through 4 operational incidents and service requests for the Americas region
• Enjoy technical discussions within the team proposing solutions and alternatives.
• Be comfortable being mentored by peers
• Build healthy relationships with our business partners.
• Translate business requirements into technical requirements, and vice versa.
• Make technology understandable to non-technology partners.
• Be an inclusive, supportive team mate.

What we look for

Required

• Most important is the ability to work as a team, share knowledge and deliver solutions without boundaries
• 1-2 years experience in Contact Center Technology
• 1 years experience with Nice CXone Technology as an Engineer or in a support role
• Strong Spanish and English speaking and written skills
• Curiosity and an interest in problem solving
• Experience troubleshooting VoIP and Call Center issues
• Bachelor’s degree plus confirmed knowledge of experience, or equivalent experience.
• Ability to communicate with a diverse audience.
• We appreciate that a job description is a wish-list and we encourage candidates to apply even if they don’t believe they tick every box. A career is an evolution and if you are the right candidate to develop into this role, your leadership will provide the mentoring to help you fill the gaps and reach your potential.