Contact Center Engineer

About the position

We are looking for a Contact Center Engineer to join our team responsible for overseeing a suite of call center systems. This role involves maintaining critical business systems, troubleshooting system issues, implementing system upgrades, and collaborating with key stakeholders in our Contact Center, Shared Services, and IT departments. The Contact Center Engineer will bring technical expertise and professional curiosity to our technology organization. Join our dynamic, customer-focused organization and bring your unique perspective and expertise to our contact center team!

Responsibilities

• Develop and maintain call flows and voice applications in ICM Script editor and CVP Call Studio
• Upkeep user configuration in Configuration Manager, Unified Communications Manager, and Unity Connection
• Manage a unified dial-plan across CUBE, CUCM, CVP, and VVB
• Troubleshoot user and system level issues
• Maintain documentation around architectural decisions and solution implementations
• Participate in discovery and design sessions to help align technical capabilities to line of business requirements
• Develop under-utilized technologies to drive impactful business outcomes

Requirements

• Bachelor's degree in Information Systems, Computer Science, Business Administration, or equivalent work experience
• Minimum of 4 years of experience in call center and telephony systems management
• Experience with Cisco Unified Contact Center Enterprise
• Experience with Cisco Unified Communications Manager
• Experience with Cisco Unified Border Element
• Ability to manage and prioritize effort among multiple concurrent projects
• Ability to communicate professionally with a variety of stakeholders from end users to line of business leadership and other technology teams
• Experience planning and executing small to medium-scale technology projects independently and as part of a team
• Ability and eagerness to identify and remediate ineffective processes and technology problems

Nice-to-haves

• Familiarity with QM, WFM, and Campaign Management Software (Calabrio, NICE, Verint, Acqueon, Noble)
• Exposure to CRM integrations (Hubspot, Zoho, Salesforce or home-grown systems)
• Conversational AI and Natural language applications development
• Administrative automation, particularly with Python
• CCNP Collaboration
• Experience with HTML, CSS, and JavaScript, and web development technologies more broadly
• Experience with SQL and report development

Benefits

• Paid Time Off
• 401(k)
• Employee Assistance Program
• Good Sam Roadside Assistance
• Discounts
• Paid parental leave (if eligibility is met)
• Tuition Reimbursement (if eligibility is met)
• On the job training opportunities
• Comprehensive benefit package including medical, dental, vision and more for full-time associates
• Access to dental & vision coverage for part-time associates