Engineer, Managed Services Contact Center

About the role

The Engineer, Managed Services Contact Center supports the Contact Center customers by performing application development, troubleshooting, moves, adds, changes, scripting, patching, and customer technical support. This role requires remote work within the Continental US with 5% travel, and shifts are from 12:00 pm (Noon) - 9:00 pm ET.

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, Cisco UCCX.
• 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.
• Additional Skills: 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, apply solutions, technology and products to a business opportunity, strong written and verbal communication, listening, and strong presentation skills.

Qualifications

Commensurate with experience.

Skills

Not specified.

Benefits

Not specified.

Pay

Not specified.

Schedule

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