Webex Contact Center Engineer (Tier 2/3) — CX Innovator

C Spire; Ridgeland (MS); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401k match

Tuition assistance

Complimentary wireless service

Teladoc

Wellness program

Talent referral opportunities

Job summary

C Spire is seeking a Contact Center Support Engineer in Ridgeland, MS to provide Tier 2/3 support for Webex Contact Center and related technologies. You will troubleshoot complex issues, implement enhancements, and build integrations with CRM and analytics systems, while coordinating with Cisco TAC and engineering teams.

You will design and validate feature enablement, routing, IVR, and agent workflows, and contribute to runbooks, documentation, and post-incident reviews to drive operational

Qualifications

• 8+ years of experience providing Tier 2/3 support, implementation, or engineering for contact center or UCaaS/CCaaS platforms.
• Experience with Webex Contact Center concepts, routing, IVR, reporting, and digital channels.
• Strong troubleshooting, incident management, and cross-team collaboration.

Responsibilities

• Provide Tier 2/3 advanced troubleshooting for Webex Contact Center environments (voice and digital channels).
• Escalate and assist Tier 1 to resolve incidents with proper severity classification and timely closure.
• Enhance configurations, routing, IVR, reporting, and agent workflows in customer environments.
• Design, build, and test integrations between Webex Contact Center, Webex Connect, and customer systems (CRM, analytics).
• Turn up, configure, and validate new features and services with documentation and handoff.
• Support Webex Connect CPaaS for outbound and digital engagement and coordinate with platform support as needed.
• Maintain escalation workflows with Cisco TAC and Engineering; reproduce issues and validate remediation.
• Troubleshoot voice architecture and Webex Calling integration, SIP interconnects, and related hardware/software.
• Contribute to runbooks, knowledge articles, and post-incident reviews for continuous improvement.

Skills

Tier 2/3 troubleshooting

Incident management

Collaboration with Cisco TAC

Voice fundamentals (SIP)

Documentation

Communication

Education

Bachelor's degree or equivalent

Tools

Webex Contact Center

Webex Connect

CRM platforms

Job description

C Spire is seeking a Contact Center Support Engineer in Ridgeland, MS to provide Tier 2/3 support for Webex Contact Center and related technologies. You will troubleshoot complex issues, implement enhancements, and build integrations with CRM and analytics systems, while coordinating with Cisco TAC and engineering teams.

You will design and validate feature enablement, routing, IVR, and agent workflows, and contribute to runbooks, documentation, and post-incident reviews to drive operational