Senior Contact Center Engineer

CDW

. Provide L2/L3 technical support for cloud contact center platforms including Five9, NICE CXone, Webex Contact Center, and Cognigy .

Posted 10/21/2026full-timeRemote • United StatesSenior💰 $93,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in providing L2/L3 technical support for cloud contact center platforms, with a strong focus on troubleshooting, incident management, and operational stability. Proficient in managing complex integrations and configurations while ensuring high service quality and adherence to SLA targets.

Highest-signal resume keywords

Five9 SupportNICE CXone SupportWebex Contact Center AdministrationCognigy Conversational AISIP Troubleshooting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IVR ConfigurationACD ManagementCall RoutingQueue ManagementVoice Connectivity TroubleshootingAPIs and WebhooksChange ManagementIncident ManagementOperational ReportingWorkflow Automation

Soft Skills

Analytical SkillsTroubleshooting SkillsDocumentation SkillsCommunication SkillsCollaboration Skills

Tools & Technologies

ServiceNowWebex ConnectControl HubMonitoring DashboardsCRM Integrations

Certifications & Qualifications

Five9 CertificationNICE CXone CertificationWebex Contact Center CertificationCognigy CertificationCCaaS Certification

Industry Keywords

Contact Center EngineeringUnified CommunicationsCCaaS ArchitectureManaged ServicesTelephony

Tech Stack

Tools & technologies

CloudITSMServiceNowVoIP

About the role

Key responsibilities & impact

Provide L2/L3 technical support for cloud contact center platforms including Five9, NICE CXone, Webex Contact Center, and Cognigy
Monitor and manage 24/7 contact center operations, ensuring platform availability, service continuity, and operational stability
Troubleshoot and resolve complex incidents involving inbound/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
Support Webex Contact Center tenants, including Flow Designer flows, entry points, queues, routing strategies, teams, agent profiles, desktop configuration, and administration through Control Hub and the Management Portal
Troubleshoot voice connectivity, SIP, RTP, call quality, carrier connectivity, and integration-related issues
Troubleshoot Webex Contact Center voice and digital channel issues, PSTN connectivity, dial plans, telephony and Webex Calling/CUCM integrations, agent desktop issues, and Analyzer reporting discrepancies
Support conversational AI and virtual agent solutions using Cognigy, 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/application teams to drive timely resolution
Perform root cause analysis, document corrective and preventive actions, and identify opportunities to reduce recurring incidents
Maintain technical documentation, knowledge articles, SOPs, and troubleshooting guides
Participate in shift handovers, on-call support, major incident bridges, and scheduled maintenance activities
Identify opportunities for automation, operational improvements, and enhanced customer experience

Requirements

What you’ll need

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 contact center platforms
Hands-on experience with Webex Contact Center administration and support, 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, skill-based routing, and dialer functionality
Experience troubleshooting SIP, RTP, VoIP, call quality, PSTN connectivity, and voice routing issues
Knowledge of APIs, webhooks, REST integrations, and CRM integrations is preferred
Experience with incidents, problem, and change management processes 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 as per the support roster
Ability to manage multiple incidents and prioritize activities based on business impact and urgency
Experience supporting enterprise customers in a managed services environment
Ability to meet SLA and operational performance targets while maintaining high service quality
Willingness to participate in major incident management, escalations, on-call rotations, and service reviews
Ability to work independently while collaborating effectively with geographically distributed teams
Relevant certifications or training in Five9, NICE CXone, Webex Contact Center, Cognigy, CCaaS, or cloud contact center technologies is a plus
Experience with Salesforce, Microsoft Dynamics, or other CRM integrations is a plus
Familiarity with Microsoft Teams, Webex Calling, Cisco Unified Communications (CUCM, CUBE, Unified CCX/CCE), or other enterprise voice platforms is a plus
Experience integrating Webex Contact Center with CRM platforms and using Webex Contact Center APIs, webhooks, and Webex Connect for workflow automation is a plus
Experience with scripting, APIs, workflow automation, or operational reporting is a plus
Experience supporting enterprise-scale contact center migrations, implementations, or platform upgrades is a plus

Benefits

Comp & perks

Annual bonus target of 10% subject to terms and conditions of plan
Benefits overview provided at https://cdw.benefit-info.com/
Remote work arrangement
Equal opportunity employment