Senior Contact Center Engineer

Job Summary: 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 Man