Senior CCaaS Engineer - 24/7 Cloud Contact Center Expert

CDW

United States

Remote

USD 93,000 - 150,000

Full time

5 days ago

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Benefits offered by this job

Annual bonus 10%

Job summary

CDW is seeking an experienced Senior Contact Center Engineer to join our Managed Services team. You will support and optimize cloud-based CCaaS platforms (Five9, NICE CXone, Webex CC, Cognigy) and ensure 24/7 availability, incident resolution, and high customer satisfaction.

You will work with customers, internal teams, and vendors to resolve complex issues, implement improvements, and maintain technical documentation. A strong CCaaS background and ITIL-aligned processes are essential.

Qualifications

7+ years in contact center engineering, unified communications, or enterprise voice support.
Hands-on with Five9, NICE CXone, and Webex Contact Center cloud platforms.
Experience with Cognigy conversational AI and virtual agents.
Strong CCaaS architecture, IVR, ACD, call flows, queues, and dialer functionality.
Experience with incidents, problem, and change management in ITIL-based environments.
Familiarity with ITSM tools like ServiceNow and reporting dashboards.

Responsibilities

Provide L2/L3 support for cloud contact center platforms (Five9, NICE CXone, Webex CC, Cognigy).
Monitor 24/7 operations for platform availability and stability.
Troubleshoot complex incidents—IVR, ACD, routing, queues, agent configurations.
Support IVR workflows, call flows, dialer configurations, reporting, dashboards.
Manage Webex CC tenants via Control Hub and Management Portal.
Troubleshoot SIP/RTP/VoIP, PSTN connectivity, and voice routing issues.
Collaborate with customers, vendors, and internal teams to drive resolution.
Perform RCA and document corrective/preventive actions.
Maintain technical docs and SOPs.
Participate in on-call rotations and major incident bridges.