Senior Contact Center Engineer

CDW

3d•$93,000 - $150,000

About The Position

CDW is seeking a Senior Contact Center Engineer for its Managed Services team. The role supports, maintains, troubleshoots, and optimizes cloud-based Contact Center as a Service (CCaaS) platforms, including Five9, NICE CXone, Webex Contact Center, and Cognigy. The engineer works with customers, internal technical teams, and platform vendors to maintain service availability, meet service-level objectives, resolve complex technical issues, and deliver a strong customer experience in a 24/7 support environment. The role includes L2/L3 support and administration across contact center platforms, voice and digital channels, IVR and routing workflows, integrations, reporting, and agent environments. It also involves ITSM incident, request, change, and problem management; root cause analysis and documentation; operational handovers and on-call support; and identifying automation and service improvements. The position requires participation in a rotating shift roster, including nights, weekends, and holidays.

Requirements

At least 7 years of experience in contact center engineering, unified communications, or enterprise voice/contact center support.
Hands-on experience supporting Five9, NICE CXone, and Webex Contact Center cloud platforms.
Hands-on Webex Contact Center administration and support experience, including Flow Designer, routing and queue configuration, entry points, teams and skill profiles, desktop layouts, Webex Connect integrations, Analyzer reports, and Control Hub.
Experience with Cognigy conversational AI, virtual agents, chatbot workflows, or contact center automation.
Strong understanding of CCaaS architecture, IVR, ACD, call flows, queues, agent states, skills-based routing, and dialer functionality.
Experience troubleshooting SIP, RTP, VoIP, call quality, PSTN connectivity, and voice routing issues.
Experience with incident, problem, and change management in an ITIL-based managed services environment.
Experience using ITSM tools such as ServiceNow and monitoring or reporting dashboards.
Strong analytical, troubleshooting, documentation, and communication skills.
Willingness to work in a 24/7 rotational shift environment, including nights, weekends, and holidays according to the support roster.
Experience supporting enterprise customers in a managed services environment.
Ability to work independently and collaborate effectively with geographically distributed teams.

Nice To Haves

Knowledge of APIs, webhooks, REST integrations, and CRM integrations.
Relevant certifications or training in Five9, NICE CXone, Webex Contact Center, Cognigy, CCaaS, or cloud contact center technologies, such as Cisco collaboration or Webex Contact Center credentials.
Experience with Salesforce, Microsoft Dynamics, or other CRM integrations.
Familiarity with Microsoft Teams, Webex Calling, Cisco Unified Communications (CUCM, CUBE, Unified CCX/CCE), or other enterprise voice platforms.
Experience integrating Webex Contact Center with CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics, and using Webex Contact Center APIs, webhooks, and Webex Connect for workflow automation.
Experience with scripting, APIs, workflow automation, or operational reporting.
Experience supporting enterprise-scale contact center migrations, implementations, or platform upgrades.

Responsibilities

Provide L2/L3 technical support for Five9, NICE CXone, Webex Contact Center, and Cognigy.
Monitor 24/7 contact center operations and maintain platform availability, service continuity, and operational stability.
Troubleshoot complex incidents involving inbound and outbound calling, IVR, ACD, call routing, queues, skills-based routing, and agent configurations.
Support IVR workflows, call flows, dialer configurations, reporting, dashboards, and contact center administration.
Administer and support Webex Contact Center tenants, including Flow Designer, entry points, queues, routing strategies, teams, agent profiles, desktop configuration, Control Hub, and the Management Portal.
Troubleshoot voice connectivity, SIP, RTP, call quality, carrier connectivity, and integration issues.
Troubleshoot Webex Contact Center voice and digital channels, including PSTN connectivity, dial plans, telephony and Webex Calling/CUCM integrations, agent desktop issues, and Analyzer reporting discrepancies.
Support Cognigy conversational AI and virtual agent solutions, including bot workflows, integrations, and handoffs to live agents.
Manage incidents, service requests, changes, and problem records in ServiceNow or equivalent ITSM platforms.
Follow incident prioritization, escalation procedures, SLA targets, and change management processes.
Collaborate with customers, vendors, telecom providers, and internal infrastructure and application teams to resolve issues promptly.
Perform root cause analysis, document corrective and preventive actions, and identify ways to reduce recurring incidents.
Maintain technical documentation, knowledge articles, standard operating procedures, and troubleshooting guides.
Participate in shift handovers, on-call support, major incident bridges, and scheduled maintenance activities.
Identify opportunities for automation, operational improvement, and enhanced customer experience.
Manage multiple incidents and prioritize work based on business impact and urgency while meeting SLA and operational targets.
Participate in major incident management, escalations, on-call rotations, and service reviews.