Senior CCaaS Engineer – 24/7 Cloud Contact Center Expert

CO1003 CDW Technologies, LLC; États-Unis; Sur place; USD 93 000 - 150 000; Plein temps

Résumé du poste

CDW Technologies is seeking an experienced Senior Contact Center Engineer to join our Managed Services team. You will support, maintain, and optimize cloud CCaaS platforms (Five9, NICE CXone, Webex CC, Cognigy) in a 24/7 environment, working with customers and vendors to ensure availability and excellent customer experience.

You will manage incidents, changes, and problems with ITSM tools (ServiceNow), tune IVR and routing, and contribute to automation and documentation across platforms.

Qualifications

• 7+ years of experience in contact center engineering, unified communications, or enterprise voice support.
• Hands-on experience with Five9, NICE CXone, Webex Contact Center cloud platforms.
• Experience with Cognigy and CCaaS architectures, IVR, ACD, and dialer functionality.
• Familiarity with ITSM (ServiceNow) and CRM integrations; ITIL-based processes.

Responsabilités

• Provide L2/L3 support for cloud contact center platforms with focus on availability and SLAs.
• Monitor 24/7 operations, troubleshoot incidents, and maintain platform stability.
• Resolve complex issues in IVR, ACD, queues, routing, and agent configurations.
• Support Webex CC tenants via Control Hub and Management Portal; optimize flows.
• Troubleshoot voice issues (SIP/RTP), PSTN connectivity, and voice routing.
• Collaborate with customers, vendors, and internal teams to drive resolution.
• Document RCA, preventive actions, and maintain SOPs; participate in on-call shifts.

Connaissances

7+ years of experience in contact中心/CC

Analytical troubleshooting

Documentation

Communication

Outils

Five9

NICE CXone

Webex Contact Center

Cognigy

ServiceNow

CRM integrations

Description du poste

CDW Technologies is seeking an experienced Senior Contact Center Engineer to join our Managed Services team. You will support, maintain, and optimize cloud CCaaS platforms (Five9, NICE CXone, Webex CC, Cognigy) in a 24/7 environment, working with customers and vendors to ensure availability and excellent customer experience.

You will manage incidents, changes, and problems with ITSM tools (ServiceNow), tune IVR and routing, and contribute to automation and documentation across platforms.