Note: The job is a remote job and is open to candidates in USA. Presidio is at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. The Engineer, Managed Services Contact Center role supports Contact Center customers by engaging in application development, troubleshooting, and providing technical support. This position involves performing upgrades, alterations, and maintaining certifications for various contact center solutions.
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
Skills
- 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
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