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The Role Provides L2/L3 support, administration, monitoring, troubleshooting, and optimization for cloud contact center platforms including Five9, NICE CXone, Webex Contact Center, and Cognigy. Resolves voice, routing, IVR, integration, reporting, and agent issues; manages incidents, changes, SLAs, root-cause analysis, documentation, and customer communications. Participates in 24/7 operations, on-call rotations, major incident response, maintenance, automation, and continuous service improvement for enterprise managed-services customers. Summary Generated by

Built In Description 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 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 analytical, troubleshooting, documentation, and communication skills.

Managed Services and Operational Requirements:

• Willingness to work in a 24/7 rotational shift environment, including nights, weekends, and holidays as per the support roster.
• Ability to manage multiple incidents and prioritize activities based on business impact and urgency.
• Experience supporting enterprise customers in a managed services environment.
• Ability to meet SLA and operational performance targets while maintaining high service quality.
• Willingness to participate in major incident management, escalations, on-call rotations, and service reviews.
• Ability to work independently while collaborating effectively with geographically distributed teams.
• Relevant certifications or training in Five9, NICE CXone, Webex Contact Center, Cognigy, CCaaS, or cloud contact center technologies (e.g., Cisco collaboration or Webex Contact Center credentials), a plus.
• Experience with Salesforce, Microsoft Dynamics, or other CRM integrations, a plus.
• Familiarity with Microsoft Teams, Webex Calling, Cisco Unified Communications (CUCM, CUBE, Unified CCX/CCE), or other enterprise voice platforms, a plus.
• Experience integrating Webex Contact Center with CRM platforms (Salesforce, ServiceNow, Microsoft Dynamics) and using Webex Contact Center APIs, webhooks, and Webex Connect for workflow automation, a plus.
• Experience with scripting, APIs, workflow automation, or operational reporting, a plus.
• Experience supporting enterprise-scale contact center migrations, implementations, or platform upgrades, a plus.

Pay range:

$ 93,000

• $ 150,000 depending on experience and skill set. Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/ ](https://cdw.benefit-info.com/)Salary ranges may be subject to geographic differentials
• CDW is committed to being an AI-fluent organization
• We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances
• not replaces
• human creativity and decision-making.

You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

• About Us
• CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do
• it's how we do it. At CDW we act as one
• building trust, speaking candidly, and working together to achieve more. We play to win
• focusing on what matters most and delivering for our customers. And we think forward
• staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees
• working together to solve complex challenges and deliver real impact for our customers and communities.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.

• Together, we Make Amazing Happen.
• CDW is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. Read Full Description Skills Required 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 platforms Experience administering and supporting Webex Contact Center, including Flow Designer, routing, queues, entry points, teams, skill profiles, desktop layouts, 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, skills-based routing, and dialer functionality Experience troubleshooting SIP, RTP, VoIP, call quality, PSTN connectivity, and voice routing issues Experience with incident, problem, and change management in an ITIL-based managed-services environment Experience using ITSM tools such as ServiceNow and monitoring or reporting dashboards Strong analytical, troubleshooting, documentation, and communication skills Willingness to work rotational 24/7 shifts, including nights, weekends, and holidays Ability to manage multiple incidents and prioritize work by business impact and urgency Experience supporting enterprise customers in a managed-services environment Ability to meet SLA and operational performance targets Willingness to participate in major incident management, escalations, on-call rotations, and service reviews Ability to work independently and collaborate with geographically distributed teams Knowledge of APIs, webhooks, REST integrations, and CRM integrations Relevant certifications or training in Five9, NICE CXone, Webex Contact Center, Cognigy, CCaaS, or cloud contact center technologies Experience with Salesforce, Microsoft Dynamics, or other CRM integrations Familiarity with Microsoft Teams, Webex Calling, CUCM, CUBE, Unified CCX, or Unified CCE Experience integrating Webex Contact Center with CRM platforms and using Webex Contact Center APIs, webhooks, and Webex Connect Experience with scripting, workflow automation, or operational reporting Experience supporting enterprise-scale contact center migrations, implementations, or platform upgrades What the Team is Saying Phil Practice Vice President To future proof our AI strategy, I think about it like software development. If we have legacy code that's 30 years old sitting there (technical debt) that's not good. So I think just a constant practice of updating your estate or remodeling your home to make sure you're using the latest and greatest is going to help you stay at the forefront of AI Phil Practice Vice President To future proof our AI strategy, I think about it like software development. If we have legacy code that's 30 years old sitting there (technical debt) that's not good. So I think just a constant practice of updating your estate or remodeling your home to make sure you're using the latest and greatest is going to help you stay at the forefront of AI Mason Sales Intern The culture at CDW is one of the most supportive and positive environments I've been part of. From the first week, I could tell that people genuinely want to help each other succeed. Everyone I met, from fellow interns to senior leaders, made it clear that collaboration and teamwork are at the heart of CDW's values. Kevin Denison Director, Strategic Initiatives — U.S. Commercial My favorite thing about my role is being involved in so many cross functional workstreams that are focused on transforming our business for the future. Drew Bills Senior Manager in Corporate Communications My favorite thing about CDW's evolution over the years has been its ability to continuously adapt and innovate while staying true to its core values. Cody Weaver Technical Architect The most rewarding part of being a Technical Architect at CDW is bringing everything together. Every day, countless people here make impactful changes, driving growth and excellence. I take pride in being the "glue" that unites these efforts, creating scalable solutions for hundreds or thousands of customers. Cole Barroso Account Representative Everyone wants to see each other succeed and will do what they can to help you out, all you have to do is ask. Alexyn Steiner Corporate Account Representative CDW really does feel like a family because of such deep connections and having so many people looking out for you. Mike Nolan Account Manager, K-12 CDW has provided me with stability, security, and generous compensation, and it was the best move I could have made. Ebony Thomas Account Manager, Higher Education Working for a company that is always expanding and changing can be challenging... but that is also motivating because there is endless potential and opportunity if you get after it! Christine A. Leahy Chair and Chief Executive Officer Social Impact is an important driver of CDW's culture and success. We can't do this work in isolation, so we collaborate with coworkers, nonprofit partners and the community to advance digital opportunity for all. I am incredibly proud of our coworkers and excited about our future path. Let's make amazing happen! JJ Wilson Summer Intern I pursued the internship at CDW for many reasons: the robust learning environment, the unparalleled networking opportunities, the culture full of innovation and camaraderie. It's very much unique and unmatched Melissa Betancur ACE Intern & Program Lead Coordinator CDW's internship program is going to be distinguished by its emphasis on professional development, mentorship, and meaningful work all within a culture of inclusivity as well as innovation Jessica Coil Security Orchestration Lead When I think back to early in my career, it is so important to find a company that will encourage your growth and your development. That is something that I think CDW delivers on in a great way. If you see an opportunity for improvement, or if you want to learn something that's going to help the team, you're able to do so. CDW Compensation & Benefits Highlights Healthcare Strength — Health, dental, and vision plans are broadly available alongside EAP resources and HSA/FSA options. Coverage is often characterized as solid relative to large‑corporate peers, even if details vary by plan and location. Leave & Time Off Breadth — Paid time off frameworks include flexible or unlimited PTO for many salaried roles, plus standard paid holidays. These structures can support work‑life balance when team workload permits. Parental & Family Support — Offerings include parental leave, adoption and fertility assistance, dependent care resources, and related family supports. These benefits broaden the total rewards package beyond core health and retirement programs. Learn more about CDW's Compensation & Benefits → CDW Insights What's It Like to Work at CDW? CDW Culture & Values CDW Career Growth & Development What's the Work-Life Balance Like at CDW? CDW Leadership & Management CDW Company Growth, Stability & Outlook View all jobs at CDW View CDW Profile Report Job