Webex Contact Center Engineer (Tier 2/3)

C Spire

United States

Hybrid

USD 110,000 - 165,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401k Match

Tuition Assistance

Free Wireless Service & Devices

Teladoc

Job summary

C Spire is seeking a Contact Center Support Engineer to provide Tier 2/3 advanced troubleshooting for Webex Contact Center environments and related Webex services. You will work with Tier 1 teams, coordinate escalations, and drive implementation of enhancements across routing, IVR, and reporting.

Ideal candidates will have strong problem-solving, incident management, and documentation skills, with experience in CRM integrations and SIP-based voice architectures.

Qualifications

As a Tier 2/3 support engineer, you will troubleshoot complex Webex Contact Center environments.
Experience collaborating with Cisco TAC or vendor support to resolve defects.
Strong written and verbal communication to document steps and update stakeholders.

Responsibilities

Provide Tier 2/3 advanced troubleshooting for Webex Contact Center environments (voice and digital channels).
Partner with Tier 1 teams to escalate and resolve incidents with proper severity.
Deliver implementation services for enhancements like routing/IVR or reporting updates.
Support Webex Connect CPaaS services and coordinate with platform support as needed.
Maintain escalation workflows with Cisco TAC and Engineering and validate remediation.

Skills

Tier 2/3 Support

Webex CC

CRM Integrations

SIP Fundamentals

Incident Mgmt

Documentation

TAC Collaboration

Tools

Webex CC

Webex Connect

CRM Connectors

Job description

Ideal candidates will have strong problem-solving, incident management, and documentation skills, with experience in CRM integrations and SIP-based voice architectures.

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