Engineer, Managed Services Contact Center

About the role

The Engineer, Managed Services Contact Center is a position that supports the Contact Center customers. The primary activities include application development, troubleshooting, moves, adds, changes, scripting, patching, and customer technical support.

Responsibilities

• Perform minor SR upgrades of Contact Center solutions.
• Perform minor script alterations on call routing and prompting.
• Adhere to best practices defined by Cisco, Amazon, Five9 and Presidio.
• Troubleshoot and make administrative changes to customers' contact center environments as required.
• Keep up to date on newly released versions of Cisco, Amazon, Five9 and 3rd party contact center products.
• Keep up to date on relevant competitive solutions, products and services.
• Maintain current certifications and obtain new contact center certifications as they become available.

Requirements

• Technology/Area of Specialization:
• Cisco ICM/UCCE/PCCE
• Cisco CVP
• Cisco IPIVR
• eGain EIM/WIM
• VXML Gateway configuration
• H323/SIP
• Cisco Webex Contact Center (WxCC)
• Cisco Webex Contact Center Enterprise (WxCCE)
• Five9 Cloud Contact Center
• Amazon Connect
• Basic Knowledge, Skills, and Abilities:
• Cisco Call Manager
• Required Skills and Professional Experience:
• Bachelor's degree or the equivalent work experience and/or military experience (preferably BS/BA (EE/CS))
• 2 years' experience working with Contact Center
• Ability to assess a problem and determine an effective course of action.
• Experience with project management and resource tracking techniques
• Knowledge of software and/or hardware, testing and implementation
• Ability to work effectively and add value as a team member
• Demonstrate technical knowledge and consultative skills
• Ability to perform tasks with minor supervision
• Demonstrate ability to implement, drive and track projects
• Ability to apply solutions, technology and products to a business opportunity
• Strong written and verbal communication, listening, and strong presentation skills

Qualifications

• Required Skills and Professional Experience

Skills

• Required Skills and Professional Experience

Benefits

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Pay

Presidio is committed to providing fair compensation for all positions. Compensation is determined by a variety of factors including but not limited to qualifications, experience, and market rates.

Schedule

Associated shift for this role will be 12:00 pm (Noon) -9:00 pm ET.