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Senior Contact Center Engineer

Safe-Guard Products International LLC -
Atlanta, GA

Quick Apply

Job Details

Full-time

Benefits

Health savings account
Paid holidays
Disability insurance
Health insurance
Dental insurance
Flexible spending account
Tuition reimbursement
Employee assistance program
Vision insurance
401(k) matching
Life insurance
Referral program

Qualifications

Technical engineering
Systems integration
Cisco Unified Communications
PCI
Call center experience
Enterprise software
Enterprise solutions implementation
IVR
Bachelor's degree
Customer relationship management (CRM) systems (technically supported)
Integration Platforms (Enterprise solutions)
SaaS platforms
Scripting
SaaS (as product category for technical sales engineers)
Voice over internet protocol (VoIP) configuration
Telephone systems
Cross-functional collaboration
Cross-functional communication

Full Job Description

Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform.

Location: US-GA-Atlanta (Sandy Springs)

FLSA: Exempt

#LI-hybrid

Job Overview:

We are seeking a highly skilled and experienced Senior Contact Center Engineer to lead and design implementations and support our enterprise contact center platforms. This role requires deep expertise in CISCO Packaged Unified Contact Center Enterprise (PCCE), CVP, ICM scripting, Email and Chat Enterprise system with related technologies and integrations. This role requires supporting enterprise-class SaaS/CCaaS solutions, such as AWS Connect, Genesys, or NICE CXone. The ideal candidate will play a key role in optimizing customer experience and driving innovation across our contact center platforms."

We are exploring emerging technologies, with opportunities to contribute to Generative AI and Agentic AI projects, helping shape the future of intelligent systems across our platforms

Job Responsibilities:

Setup, configure, and test components of the Cisco IP Contact Center, including IVR/CVP, Finesse Gadgets, CUIC Definitions, VXML Call Studio, Cisco Intelligent Contact Management system, Task Routing Workflow Routing addition to Calabrio Analytics, WFM and QM systems.
Collaborate with cross-functional teams to integrate CRM/Sales Force, Workforce Management, and reporting platforms

Manage day-to-day activities for CISCO Enterprise Chat and Emails System
Support CISCO Ingress SIP gateways
Support Calabrio ONE, QM, WFM and AI hosted solutions.
Participate in various IT projects intended to continually improve/upgrade converged network solutions

Troubleshoot complex issues across the various contact center environments.
Provide tier2 Support for Contact center Customer service representatives
Continuously monitor, optimize, and improve the performance of existing applications

Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems
Educates the customer on solution as appropriate throughout the life of the project

Mentor team members in deployment methodology and technical best practices.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

Bachelor’s degree in information systems/computer science or equivalent is required
5 years’ hands-on experience working with CISCO Unified Contact Center Solutions
Strong understanding of SIP, VoIP, and network protocols
Strong verbal and written communications skills are a must
Hybrid position: Work onsite at our Atlanta, GA headquarters 4 days a week.
Ability to work effectively across internal and external organizations

Familiarity with PCI compliance
Strong client facing skills along with strong verbal and written communication skills
Aptitude to acquire new technology and concepts quickly
High-end experience in Cisco Contact Center and Collaboration systems engineering
Experience with capturing customer call flow requirements and developing call flow scripts
Working experience in integrating UCCE with any other contact center solutions
A can-do, upbeat attitude is required, with the willingness to go the extra mile to ensure customer satisfaction
Knowledge of Cisco Call Manager, voicemail, unified messaging, ACD and IVR systems, integration to CRM packages
CCNP or CCIE certification preferred

Company Benefits:

Medical, Dental, and Vision Insurance
Flexible Spending Account
Health Savings Account
401(k) Plan with Company Match
Company-paid Short-Term and Long-Term Disability
Company-paid Life Insurance
Paid Holidays and Vacation
Employee Referral Program
Employee Assistance Program
Wellness Programs
Paid Community Service Opportunities
Tuition Reimbursement
Ongoing Training & Personal Development
And More!

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.

Quick Apply

Refine Your Search

ucce scripting jobs

Senior Contact Center Engineer

Sr. Consultant, Customer Experience - W2 Contract

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Domain Architect - Contact Center

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Unified Communications Engineer III (100% onsite)

Contact Center Engineer II

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