Key skills
Contact Center solutionsCisco ICM/UCCE/PCCECisco CVPCisco IPIVReGain EIM/WIMVXML Gateway configurationH323/SIPCisco Webex Contact Center (WxCC)Cisco Webex Contact Center Enterprise (WxCCE)Five9 Cloud Contact CenterAmazon ConnectCisco Call ManagerCisco UCCXSoftware testingimplementationConsultative skillsProject ManagementCommunicationPresentation Skills
About this role
Presidio is at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions. The Engineer, Managed Services Contact Center supports Contact Center customers through application development, troubleshooting, and customer technical support.
Responsibilities:
- Perform minor SR upgrades of Contact Center solutions
- Perform minor script alterations on call routing and prompting
- Adhere to best practices defined by Cisco, Amazon, Five9 and Presidio
- Troubleshoot and make administrative changes to customers’ contact center environments as required
- Keep up to date on newly released versions of Cisco, Amazon, Five9 and 3rd party contact center products
- Keep up to date on relevant competitive solutions, products and services
- Maintain current certifications and obtain new contact center certifications as they become available
Requirements:
- Bachelor's degree or the equivalent work experience and/or military experience (preferably BS/BA (EE/CS))
- 2 year's experience working with Contact Center
- Ability to assess a problem and determine an effective course of action
- Experience with project management and resource tracking techniques
- Knowledge of software and/or hardware, testing and implementation
- Ability to work effectively and add value as a team member
- Demonstrate technical knowledge and consultative skills
- Ability to perform tasks with minor supervision
- Demonstrate ability to implement, drive and track projects
- Ability to apply solutions, technology and products to a business opportunity
- Strong written and verbal communication, listening, and strong presentation skills