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Job Description

As a Professional Services Contact Center Engineer, you will be responsible for providing technical support and implementation services for this client's Contact Center solution. You 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.

Key Responsibilities

Provide expert-level technical support for this client's CIC, troubleshooting and resolving customer issues.

Assist with the configuration, deployment, and integration of the CIC within Microsoft Teams environments.

Analyze logs, diagnose system errors, and coordinate solutions with development teams when needed.

Guide customers through best practices for 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.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

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. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].