As a Professional Services Contact Center Engineer, you will be responsible for providing technical support and implementation services for this client's Contact Center solution. You will assist customers in troubleshooting, configuration, and optimizing their contact center solutions while collaborating with internal teams to enhance the overall customer experience and ensure smooth operations.
Key Responsibilities
Provide expert-level technical support for this client's CIC, troubleshooting and resolving customer issues.
Assist with the configuration, deployment, and integration of the CIC within Microsoft Teams environments.
Analyze logs, diagnose system errors, and coordinate solutions with development teams when needed.
Guide customers through best practices for CIC usage, ensuring optimal performance.
Work closely with internal teams (R&D, Product, Sales) to escalate and resolve complex technical issues.
Maintain documentation and contribute to knowledge base resources.
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HR@insightglobal.com. The EEOC "Know Your Rights" Poster is available
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Experience in technical support or application support for SaaS, cloud-based solutions, or enterprise software.
Experience with designing and supporting omnichannel within a contact center space, including Web Chat, API-based integrations, etc.
Strong knowledge of Microsoft Teams (administration, configuration, or integrations).
Excellent troubleshooting skills, with a logical approach to problem-solving.
Ability to communicate effectively with both technical and non-technical users.
Customer-oriented mindset with a proactive approach to issue resolution.
Experience supporting other contact center platforms such as Genesys, Five9, NICE CXone, Cisco UCCE/UCCX, or similar solutions.
Familiarity with cloud services (Azure, AWS) and enterprise communications.
Experience with VoIP, SIP, PBX, or voice networking technologies.
Understanding of networking fundamentals and troubleshooting tools.
Understanding of working with APIs and DB integration using API.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.