Technical Engineer - Contact Center

Johnson Controls; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading company is looking for a Contact Center Engineer to enhance their Global Contact Centers through innovative technologies. The role involves teamwork, problem-solving, and delivering solutions while ensuring operational excellence. Ideal candidates are bilingual, open to mentoring, and have a foundation in Contact Center Technology.

Formación

• 1-2 years experience in Contact Center Technology.
• 1 year experience with Nice CXone Technology.
• Strong Spanish and English skills.

Responsabilidades

• Support tier 2 to 4 operational incidents for the Americas region.
• Engage in technical discussions and propose solutions.
• Translate business requirements into technical requirements.

Conocimientos

Teamwork

Problem Solving

Technical Support

Bilingual Communication

Curiosity

VoIP Troubleshooting

Educación

Bachelor’s degree or equivalent experience

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.
  
  

Required

What we look for

• 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.