CCaaS Support Engineer

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com .

Job Purpose:

Overview: The Contact Center Operations Engineer role is focused on supporting and enhancing contact center solutions for our customers. This role involves direct interaction with established customers to implement necessary changes and coordinate incident response efforts.

Essential Functions:

Technology, Must Have:

Administration of any Tier 1 Contact Center solution (in order of importance):

Cisco Webex Contact Center

Five9 Virtual Contact Center

Cisco Contact Center Express

Technology, Nice to Have:

Administration of secondary Contact Center Solution

Calabrio Workforce Management

SIP Messaging

Webex Calling

Cisco Call Manager

Development experience in any of the technologies listed above.

Common Operational Tasks:

Resolve common user issues

Add, Change, and Remove Users

Log on

Connectivity

Configuration changes

Hours of operation

Greeting Text to Speech Changes

Call flow changes

Voice Connectivity Delivery Triage

Escalation to Voice team with proper call examples.

Provision new phone numbers

Education:

Four years of College resulting in a Bachelor's Degree or equivalentCertifications, Accreditations, Licenses:

N/AExperience: (https://recruiting.adp.com/smicro/ui/adprm/#Experience)

Contact Center Technology: 3+ yearsSupervisory Responsibility: (https://recruiting.adp.com/smicro/ui/adprm/#Supervisory)

This position does not have any supervisory responsibilities.

Work Environment: (https://recruiting.adp.com/smicro/ui/adprm/#WorkEnv)

Shift: Varies by team member (Goal cover as much time as possible, prioritizing Weekend and evening (EST) )

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.