PS Contact Center Eng.

About Company

AudioCodes Ltd. (NASDAQ, TASE: AUDC) is a global leader in enterprise voice solutions and voice AI innovation. We help organizations unlock the full value of voice, transforming every conversation, whether human or AI, into a strategic asset that drives better business outcomes. Our portfolio spans voice connectivity, unified communications and contact center integration, and next-generation voice AI applications that enhance collaboration, automate workflows, and deliver real-time insights. With over 30 years of global experience and trusted by 65 of the Fortune 100, AudioCodes powers the intelligent enterprise, connecting people, platforms, and data to move business forward. Certified for leading UCaaS and CCaaS environments, such as Microsoft Teams, Cisco Webex, Zoom and Genesys, our solutions provide universal interoperability that breaks down communication silos and unlocks organizational potential.

What We Offer

• Your Benefits at a Glance
• * At AudioCodes, we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Our health and wellness offerings include medical (with an HSA option and company contribution), dental, and company-paid vision insurance, along with a Flexible Spending Account and an Employee Assistance Program. For your financial security, we provide company-paid basic life insurance (2x salary), short and long-term disability, plus voluntary life insurance, and a 401(k)-retirement plan with company matching. We also support your work-life balance through generous paid time off (vacation, sick, and floating holidays), a flexible schedule, paid parental leave, and opportunities for professional growth with tuition and travel reimbursement, and an employee referral program. Additionally, we extend medical, dental, and vision benefits to eligible same-sex and opposite-sex domestic partners.
• * US Full-time employee's only.

Job Summary

The candidate would be responsible for providing technical support and implementation services for Voca CIC. The candidate will assist customers in troubleshooting, configuration, and optimizing their contact center solutions while collaborating with internal teams to enhance the overall customer experience and ensure smooth operations.

Responsibilities

• Provide expert-level technical support for Voca CIC, troubleshooting and resolving customer issues.
• Assist with the configuration, deployment, and integration of Voca CIC within Microsoft Teams environments.
• Analyze logs, diagnose system errors, and coordinate solutions with development teams when needed.
• Guide customers through best practices for Voca CIC usage, ensuring optimal performance.
• Work closely with internal teams (R&D, Product, Sales) to escalate and resolve complex technical issues.
• Maintain documentation and contribute to knowledge base resources.

Qualifications

• MS/BS in EE/CS.
• Experience in technical support or application support for SaaS, cloud-based solutions, or enterprise software.
• Experience with designing and supporting omnichannel within a contact center space, including Web Chat, API-based integrations, etc.
• Strong knowledge of Microsoft Teams (administration, configuration, or integrations).
• Excellent troubleshooting skills, with a logical approach to problem-solving.
• Ability to communicate effectively with both technical and non-technical users.
• Customer-oriented mindset with a proactive approach to issue resolution.
• Experience supporting other contact center platforms such as Genesys, Five9, NICE CXone, Cisco UCCE/UCCX, or similar solutions.
• Familiarity with cloud services (Azure, AWS) and enterprise communications.
• Experience with VoIP, SIP, PBX, or voice networking technologies.
• Understanding of networking fundamentals and troubleshooting tools.
• Understanding of working with APIs and DB integration using API.