Contact Center Support Engineer

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes: Vision, Mission, Summary (maybe About the role?), Responsibilities, Qualifications, What You Will Gain (benefits), Physical Requirements / Working Conditions (maybe schedule? but not explicit schedule). There's no explicit Pay or Schedule details. There's mention of "Complimentary Wireless Service & Device*" etc. Benefits: health insurance, 401k match, tuition assistance, complimentary wireless service & device, Teladoc telemedicine, WellBeacon wellness program, paid talent referral opportunities. Also "Competitive Compensation Package" but no specific numbers. Should we include Pay section? The rule: never create Pay/Schedule/Benefits sections unless the posting actually states them. Benefits we have specific content, so we can include Benefits. Pay: they say "Competitive Compensation Package" but no specifics; that's vague, maybe considered filler? It says "Competitive Compensation Package" is a statement but not specific numbers. The rule: never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD"). "Competitive Compensation Package" is vague but not exactly placeholder; still it's not specific detail. Might be considered filler. Safer to omit Pay section. Schedule: they mention availability to work outside normal business hours may be required during high-impact incidents, etc. That's schedule info. Could we make a Schedule section? It's not explicit schedule like shift times, but mentions occasional travel and availability outside normal hours. That's somewhat specific. The rule: include a section ONLY when the posting has real, specific content for it. This is somewhat specific: "Availability to work outside normal business hours may be required during high-impact incidents, planned maintenance windows, or critical customer go-live events." That's schedule-related. Could be included. However they also mention occasional travel. Might be okay. We also need About the role section: we have Vision, Mission, Summary. Could combine into About the role. The summary includes description of role. We'll put that in About the role. Responsibilities: we have a big block under Responsibilities. Qualifications: we have Qualifications block. Skills: maybe we could extract skills from Qualifications? But we already have Qualifications; we could treat Qualifications as skills? The instruction says use headings for Skills if there is content. The posting includes skills within Qualifications (e.g., strong written and verbal communication skills, etc.). Could create Skills section pulling those. But we must not duplicate content. Better to keep Qualifications as is and maybe not create Skills unless there is distinct skills list separate. The posting includes "What You Will Bring" which includes attributes, but not a separate skills list. I'd skip Skills section to avoid thin. Benefits: we have "What You Will Gain" with list. Physical Requirements / Working Conditions: we could treat as a section maybe "Working Conditions" but not in allowed headings list. Allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. No "Working Conditions". Could we fold into Schedule? Not appropriate. Could we omit? The rule: we must preserve ALL substantive information; do not invent or summarize away detail. If we omit Physical Requirements, we lose info. But we could incorporate into About the role or Responsibilities? Probably better to create a section "Requirements" maybe? Actually Requirements heading is allowed. Could we put physical requirements under Requirements? The posting has "Physical Requirements / Working Conditions". That could go under Requirements heading. However Requirements is typically for qualifications. But we can still use it. The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use Requirements for any requirement-like content, including physical requirements. So we can put the Physical Requirements / Working Conditions under Requirements. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Schedule (if we include). Let's decide about Schedule: we have info about availability outside normal business hours, occasional travel. That's schedule-related. We'll create Schedule section. Now we need to output only HTML fragment, no markdown. We'll structure:

About the role

... (vision, mission, summary)

Responsibilities

• ... each responsibility as li

Requirements

Physical Requirements / Working Conditions: ...

Qualifications

• ... each qualification as li

Benefits

• ... each benefit as li

Schedule

... schedule info

We must preserve all substantive information. Let's extract. About the role: Combine Vision, Mission, Summary. Vision: "Our Vision: Be the best at what we do." Mission: "Our Mission: Improve lives through technology." Summary: starts with “Customer Inspired” isn’t our slogan — it’s our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customers’ lives. As a Contact Center Support Engineer, you will provide advanced (Tier 2/3) product and solution support for C Spire customers using Cisco Webex Contact Center (WxCC), Webex Connect, and adjacent contact center technologies and services. Reporting to the Senior Manager, Contact Center Practice, you will partner with Tier 1 teams in the Customer Support Center to intake and escalate tickets, deliver deep technical troubleshooting, and execute implementation services for enhancements and additional features within customer environments. You will work closely with Cisco TAC and Engineering resources to resolve product-level issues and support complex integrations and voice architectures that include Webex Calling and related hardware/software components. We'll put that in a paragraph. Responsibilities: list each bullet. From responsibilities block: - Provide Tier 2/3 advanced troubleshooting for customer production environments running Webex Contact Center (voice and digital channels), including incident triage, root-cause analysis, and problem resolution. - Partner with Tier 1 Customer Support Center teams to assist with escalated tickets and cases, ensuring proper severity classification, documentation, and timely resolution through closure. - Deliver implementation services for additional capabilities and enhancements within customer Webex Contact Center environments, including routing/IVR flow changes, queue configuration, business hours updates, user and profile modifications, reporting updates, and configuration adjustments. - Support Webex Connect (CPaaS) services used alongside Webex Contact Center for outbound and digital engagement, including flow configuration, troubleshooting, and coordination with platform support as needed. - Maintain and execute escalation workflows with Cisco TAC and Engineering teams by collecting diagnostics, reproducing issues when possible, coordinating fixes, and validating remediation in customer environments. - Support voice architecture components adjacent to Contact Center solutions, including Webex Calling integration, endpoint and device troubleshooting, and SIP/PSTN interconnect elements such as Local Gateway and SBC patterns to ensure end-to-end call flow continuity. - Troubleshoot integrations between Webex Contact Center and customer systems such as CRM platforms, IVR/self-service tools, workforce optimization and analytics solutions, and other customer experience technologies. - Improve operational readiness by contributing to runbooks, knowledge articles, support documentation, escalation paths, and repeatable troubleshooting procedures. - Participate in post-incident reviews and continuous improvement initiatives by identifying recurring issues, recommending preventive actions, and sharing lessons learned with Tier 1 teams and practice leadership. - This position is an exceptional opportunity to build deep expertise across the Webex customer experience ecosystem while directly influencing operational excellence and customer outcomes. - From Contact Center Support Engineer, you will have a strong springboard into senior engineering, solution architecture, or practice leadership roles within C Spire. Note: The last two sentences maybe more like benefits but they are under responsibilities block. We'll keep them as responsibilities. Requirements: Physical Requirements / Working Conditions block: "This role primarily involves desk and computer-based work requiring sustained focus in a professional environment. Occasional travel to customer premises and equipment locations may be required for complex troubleshooting, cutovers, or implementation activities. Availability to work outside normal business hours may be required during high-impact incidents, planned maintenance windows, or critical customer go-live events. Complimentary wireless service and device available to team members in our wireless footprint." We'll put that as a paragraph under Requirements. Qualifications: list each bullet. From Qualifications block: - Demonstrated experience providing Tier 2/3 support for contact center, UCaaS/CCaaS, or customer experience platforms, including advanced troubleshooting and incident management. - Working knowledge of Webex Contact Center concepts and components including tenant configuration, routing/IVR flows, agent and supervisor functions, reporting, analytics, and digital channels. - Experience collaborating with vendor support organizations such as Cisco TAC to resolve product defects and complex technical issues. - Strong understanding of voice fundamentals including SIP concepts, call flows, and media quality considerations with the ability to troubleshoot end-to-end voice issues. - Ability to implement and support solution enhancements including configuration updates, feature enablement, and controlled production changes with clear documentation. - Experience supporting integrations with CRM platforms, workflow tools, IVR systems, and related customer experience technologies. - Strong written and verbal communication skills with the ability to document troubleshooting steps, communicate status clearly, and explain technical issues to both technical and non-technical stakeholders. - We Will Give Special Consideration To Candidates Who Have Experience supporting Webex Calling environments including Control Hub administration and endpoint troubleshooting. - Experience with Webex Connect (CPaaS) or similar outbound and digital workflow platforms. - Experience supporting contact center ecosystem tools including CRM connectors, workforce optimization, analytics, and recording platforms. - Familiarity with structured support methodologies including severity definitions, escalation procedures, and post-incident review processes. Also there is a paragraph before: "As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external client experience. To support our Contact Center Practice, you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement. In Addition To That, We Require". That's prose; we could include as part of Qualifications preamble. We'll include a

before the list. Benefits: from "What You Will Gain" block: - Competitive Compensation Package - Blue Cross Blue Shield Health Insurance - 401k Match - Tuition Assistance Programs - Complimentary Wireless Service & Device* - Teladoc Telemedicine - WellBeacon Wellness Program - Paid Talent Referral Opportunities Also mention: "A great workplace needs more than dental coverage, though we provide that and excellent health insurance. But that’s just the start. We make sure working at C Spire is the best career experience around. And Forbes has named us one of America's Best Midsize Employers multiple times because of it." That's prose; we can include as a

before list. Schedule: from Physical Requirements we already used some; but schedule info: "Availability to work outside normal business hours may be required during high-impact incidents, planned maintenance windows, or critical customer go-live events." Also occasional travel. We'll put schedule section with that. We must not duplicate: we already used occasional travel and outside normal hours in Requirements? Actually we placed those under Requirements. But schedule section should contain schedule-specific info; we could move the schedule info to Schedule and keep only physical environment and complimentary wireless in Requirements. Let's split: Requirements: physical environment (desk/computer work, sustained focus) and complimentary wireless service & device. Schedule: occasional travel to customer premises and equipment locations