Senior Contact Center Engineer

We are seeking an experienced Senior Contact Center Engineer to join our Managed Services team, responsible for supporting, maintaining, troubleshooting, and optimizing cloud-based Contact Center as a Service (CCaaS) platform. The ideal candidate will have strong hands-on experience with Five9, NICE CXone, Webex Contact Center, and Cognigy, along with a solid understanding of contact center operations, incident management, and customer support in a 24/7 environment. The candidate will work closely with customers, internal technical teams, and platform vendors to ensure service availability, meet service-level objectives, resolve complex technical issues, and deliver excellent customer experience. What will you do: 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 (Agent/Supervisor) 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, including PSTN connectivity (Webex Calling or Cloud Connected PSTN), 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 troubleshooting 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 (RCA), document corrective and preventive actions, and identify opportunities to reduce recurring incidents. Maintain technical documentation, knowledge articles, standard operating procedures (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. What we expect from you: 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