Engineer, Managed Services Contact Center
Remote · United States
Job Summary
Engineer, Managed Services Contact Center focuses on supporting Cisco, Five9, and Amazon Connect-based contact center environments with responsibilities including application development, troubleshooting, scripting, patching, call-routing changes, and customer technical support. Requires a bachelor’s degree or equivalent experience and about 2 years of contact center experience. Remotely based in the Continental US with 5% travel; shift is 12:00 pm–9:00 pm ET. Responsibilities include performing minor upgrades to contact center solutions, making minor script alterations for routing and prompting, maintaining best practices per Cisco/Amazon/Five9/Presidio, troubleshooting and making administrative changes to customer environments, staying current with new versions, and pursuing relevant certifications. Technical focus areas include Cisco ICM/UCCE/PCCE, Cisco CVP, Cisco IPIVR, eGain EIM/WIM, VXML Gateway configuration, H323/SIP, WxCC/WxCCE, Five9 Cloud Contact Center, and Amazon Connect; required skills include Cisco Call Manager and UCCX, along with strong communication and project-management capabilities.
Required Qualifications
- Bachelor’s degree or the equivalent work experience
- 2 years experience with Contact Center
- Ability to assess problems and determine effective course of action
- Experience with project management and resource tracking techniques
- Knowledge of software/hardware testing and implementation
- Strong written and verbal communication
- Ability to work with minimal supervision
- Demonstrate technical knowledge and consultative skills
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