Engineer, Managed Services Contact Center

These roles will be remotely based in the Continental US with 5% associate travel. 

Associated shift for this role will be 12:00 pm (Noon) -9:00 pm ET.

Responsibilities include:

• 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 

Technology/Area of Specialization: 

• Cisco ICM/UCCE/PCCE 
• Cisco CVP 
• Cisco IPIVR 
• eGain EIM/WIM 
• VXML Gateway configuration 
• H323/SIP 
• Cisco Webex Contact Center (WxCC) 
• Cisco Webex Contact Center Enterprise (WxCCE) 
• Five9 Cloud Contact Center 
• Amazon Connect 

Basic Knowledge, Skills, and Abilities:  

• Cisco Call Manager 
• Cisco UCCX 

Required Skills and Professional Experience

• 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 

Applications will be accepted on a rolling basis.

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

The "Know Your Rights" Poster is available here: https://www.eeoc.gov/poster

Presidio's EEO Policy Statement is available here: https://www.presidio.com/careers

Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to recruitment@presidio.com and let us know the nature of your request and your contact information.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.

Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.

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