Senior CCaaS Engineer - 24/7 Incident & AI Automation

CDW group; United States; Remote; USD 93,000 - 150,000; Full time

Job summary

CDW group is seeking an experienced Senior Contact Center Engineer to join our Managed Services team. You will support, maintain, troubleshoot, and optimize cloud CCaaS platforms, including Five9, NICE CXone, Webex Contact Center, and Cognigy, in a 24/7 environment.

You will collaborate with customers and vendors to ensure service availability, meet SLAs, resolve complex issues, and deliver exceptional customer experience.

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: Flow Designer, routing/queue configuration, entry points, teams and skill profiles, desktop layouts, and Control Hub.
• Experience with Cognigy conversational AI and bot workflows in contact centers.
• Strong understanding of CCaaS architecture including IVR, ACD, dialer, queues, and routing.
• Experience troubleshooting SIP, RTP, VoIP, call quality, PSTN connectivity, and voice routing.
• Experience with ITIL-based incidents, problems, and changes in managed services.
• Experience with ITSM tools like ServiceNow and dashboards/reports.
• Strong analytical, troubleshooting, documentation, and communication skills.

Responsibilities

• Provide L2/L3 support for cloud contact center platforms (Five9, NICE CXone, Webex, Cognigy).
• Monitor 24/7 operations, ensure platform availability and stability.
• Troubleshoot complex incidents across IVR, ACD, call routing, and agent configurations.
• Support IVR workflows, call flows, dialer configurations, and reporting.
• Manage Webex Center tenants via Control Hub and Portal.
• Troubleshoot voice connectivity, SIP/RTP, and integration issues.
• Assist AI/bot solutions using Cognigy and handoffs to agents.
• Manage incidents/requests in ServiceNow and follow escalation/SLA procedures.
• Collaborate with customers, vendors, and internal teams to drive resolution.
• Document RCA, corrective/preventive actions, and SOPs.

Skills

Five9

NICE CXone

Webex Contact Center

Cognigy

CCaaS architecture

SIP/RTP/VoIP

Incident management

ServiceNow

CRM integrations

Root cause analysis

Tools

Control Hub

Flow Designer

Analyzer reports

Job description

CDW group is seeking an experienced Senior Contact Center Engineer to join our Managed Services team. You will support, maintain, troubleshoot, and optimize cloud CCaaS platforms, including Five9, NICE CXone, Webex Contact Center, and Cognigy, in a 24/7 environment.

You will collaborate with customers and vendors to ensure service availability, meet SLAs, resolve complex issues, and deliver exceptional customer experience.