Senior Contact Center Engineer

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

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.

Skills

Five9

NICE CXone

Webex Contact Center

Cognigy

CCaaS architecture

ITIL

ServiceNow

CRM integrations

VoIP

SIP/RTP

Tools

Webex Control Hub

Salesforce

Microsoft Dynamics

Management Portal

Job description

Job Summary

We are seeking an experienced Senior Contact Center Engineer to join our Managed Services team, responsible for supporting, maintaining, troubleshooting, and optimizing cloud-based Contact Center as a Service (CCaaS) platform. The ideal candidate will have strong hands‑on experience with Five9, NICE CXone, Webex Contact Center, and Cognigy, along with a solid understanding of contact center operations, incident management, and customer support in a 24/7 environment. The candidate will work closely with customers, internal technical teams, and platform vendors to ensure service availability, meet service‑level objectives, resolve complex technical issues, and deliver excellent customer experience.

What will you do

• Provide L2/L3 technical support for cloud contact center platforms, including Five9, NICE CXone, Webex Contact Center, and Cognigy.
• Monitor and manage 24/7 contact center operations, ensuring platform availability, service continuity, and operational stability.
• Troubleshoot and resolve complex incidents involving inbound/outbound calling, IVR, ACD, call routing, queues, skills‑based routing, and agent configurations.
• Support IVR workflows, call flows, dialer configurations, reporting, dashboards, and contact center administration.
• Support Webex Contact Center tenants, including Flow Designer flows, entry points, queues, routing strategies, teams, agent profiles, desktop (Agent/Supervisor) configuration, and administration through Control Hub and the Management Portal.
• Troubleshoot voice connectivity, SIP, RTP, call quality, carrier connectivity, and integration‑related issues.
• Troubleshoot Webex Contact Center voice and digital channel issues, including PSTN connectivity (Webex Calling or Cloud Connected PSTN), dial plans, telephony and Webex Calling/CUCM integrations, agent desktop issues, and Analyzer reporting discrepancies.
• Support conversational AI and virtual agent solutions using Cognigy, including troubleshooting bot workflows, integrations, and handoffs to live agents.
• Manage incidents, service requests, changes, and problem records in ServiceNow or equivalent ITSM platforms.
• Follow incident prioritization, escalation procedures, SLA targets, and change management processes.
• Collaborate with customers, vendors, telecom providers, and internal infrastructure/application teams to drive timely resolution.
• Perform root cause analysis (RCA), document corrective and preventive actions, and identify opportunities to reduce recurring incidents.
• Maintain technical documentation, knowledge articles, standard operating procedures (SOPs), and troubleshooting guides.
• Participate in shift handovers, on‑call support, major incident bridges, and scheduled maintenance activities.
• Identify opportunities for automation, operational improvements, and enhanced customer experience.

What we expect from you

• 7+ years of experience in contact center engineering, unified communications, or enterprise voice/contact center support.
• Hands‑on experience supporting Five9, NICE CXone, and Webex Contact Center cloud contact center platforms.
• Hands‑on experience with Webex Contact Center administration and support, including Flow Designer, routing and queue configuration, entry points, teams and skill profiles, desktop layouts, Webex Connect integrations, Analyzer reports, and Control Hub.
• Experience with Cognigy conversational AI, virtual agents, chatbot workflows, or contact center automation.
• Strong understanding of CCaaS architecture, IVR, ACD, call flows, queues, agent states, skill‑based routing, and dialer functionality.
• Experience troubleshooting SIP, RTP, VoIP, call quality, PSTN connectivity, and voice routing issues.
• Knowledge of APIs, webhooks, REST integrations, and CRM integrations is preferred.
• Experience with incidents, problem, and change management processes in an ITIL‑based managed services environment.
• Experience using ITSM tools such as ServiceNow and monitoring or reporting dashboards.
• Strong analytical, troubleshooting, documentation, and communication skills.

Managed Services and Operational Requirements

• Willingness to work in a 24/7 rotational shift environment, including nights, weekends, and holidays as per the support roster.
• Ability to manage multiple incidents and prioritize activities based on business impact and urgency.
• Experience supporting enterprise customers in a managed services environment.
• Ability to meet SLA and operational performance targets while maintaining high service quality.
• Willingness to participate in major incident management, escalations, on‑call rotations, and service reviews.
• Ability to work independently while collaborating effectively with geographically distributed teams.

Relevant certifications or training

• Relevant certifications or training in Five9, NICE CXone, Webex Contact Center, Cognigy, CCaaS, or cloud contact center technologies (e.g., Cisco collaboration or Webex Contact Center credentials), a plus.
• Experience with Salesforce, Microsoft Dynamics, or other CRM integrations, a plus.
• Familiarity with Microsoft Teams, Webex Calling, Cisco Unified Communications (CUCM, CUBE, Unified CCX/CCE), or other enterprise voice platforms, a plus.
• Experience integrating Webex Contact Center with CRM platforms (Salesforce, ServiceNow, Microsoft Dynamics) and using Webex Contact Center APIs, webhooks, and Webex Connect for workflow automation, a plus.
• Experience with scripting, APIs, workflow automation, or operational reporting, a plus.
• Experience supporting enterprise‑scale contact center migrations, implementations, or platform upgrades, a plus.

Pay range

Pay range: $ 93,000 - $ 150,000 depending on experience and skill set. Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials CDW is committed to being an AI‑fluent organization

Company culture

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever‑evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision‑making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work. Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—you. working together to solve complex challenges and deliver real impact for our customers and communities. As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. At CDW, we make technology work so people can do great things. We are a leading multi‑brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.