Senior Technical Engineer Contact Center
On-site · Mexico City, Mexico City, Mexico
Job Summary
Senior Technical Engineer for Contact Center responsible for delivering technologies enabling Johnson Controls’ omnichannel contact centers using Nice CXone, including ACD, IVR, Workforce Engagement, and analytics. Collaborate with engineering peers to design, explore, and support solutions; translate complex technical concepts for non-technical partners; demonstrate strong troubleshooting to identify root causes and remediation; work in a team-driven environment while maintaining relationships with business partners. Proficient English and Spanish communication is required; role is distinctly technical with no fit for PM/sales roles.
Required Qualifications
- 5+ years’ experience in Contact Center Technology Design and Engineering
- 2-4 years’ experience with Nice CXone suite
- 5+ years experience in troubleshooting contact center call flows
- Bachelor’s degree or equivalent experience
- Ability to communicate with a diverse audience in English and Spanish
Desired Qualifications
- Experience with Nice CXone or similar contact center platforms
- Strong troubleshooting and incident remediation skills
- Bilingual communication in English and Spanish
- Ability to design and engineer contact center technologies
- Collaborative team player with stakeholder relationship skills
- Bachelor’s degree or equivalent experience
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.