Senior CCaaS Engineer – 24/7 (Five9/NICE/Webex)

CDW

Oregon

Hybrid

USD 93,000 - 150,000

Full time

9 days ago

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Job summary

CDW is seeking an experienced Senior Contact Center Engineer to support a cloud CCaaS platform, including Five9, NICE CXone, Webex Contact Center, and Cognigy. You will manage 24/7 operations, troubleshoot complex incidents, and work with customers and vendors to ensure service availability and optimal customer experience.

Ideal candidates have 7+ years in CC engineering, hands-on CCaaS platform experience, and strong ITSM and CRM integration knowledge.

Qualifications

7+ years of experience in contact center engineering, unified communications, or enterprise voice support.
Hands-on experience with Five9, NICE CXone, and Webex Contact Center cloud platforms.
Experience with Webex Contact Center administration including Flow Designer, routing and queue configuration, and Control Hub.
Experience with Cognigy conversational AI, virtual agents, or contact center automation.
Strong understanding of CCaaS architecture, IVR, ACD, call flows, queues, and dialer functionality.
Experience troubleshooting SIP, RTP, VoIP, call quality, PSTN connectivity, and voice routing issues.
Experience with ITSM processes (incident/problem/change) and ITSM tools like ServiceNow.
Familiarity with CRM integrations and API/webhook integrations is preferred.

Responsibilities

Provide L2/L3 support for cloud contact center platforms (Five9, NICE CXone, Webex CC, Cognigy).
Monitor 24/7 operations ensuring platform availability and stability.
Troubleshoot incidents involving IVR, ACD, call routing, and queue configurations.
Support Webex CC tenants through Control Hub and Management Portal.
Collaborate with customers, vendors, and internal teams to drive timely resolution and RCA.
Maintain technical documentation and SOPs; participate in on-call rotations.