Senior Contact Center Engineer

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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.