{"id":3207721,"url":"https://alion.io/job/cdw-senior-contact-center-engineer","title":"Senior Contact Center Engineer","company":{"id":18032,"name":"CDW","domain":"cdw.com","url":"https://alion.io/company/cdw-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":93000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-24T11:09:24Z","employer_posted_date":null,"last_verified_at":"2026-10-24T11:09:24Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Job Summary:\n\nWe 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.\n\nThe 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.\nWhat will you do:\n\nProvide L2/L3 technical support for cloud contact center platforms, including Five9, NICE CXone, Webex Contact Center, and Cognigy.\n\nMonitor and manage 24/7 contact center operations, ensuring platform availability, service continuity, and operational stability.\n\nTroubleshoot and resolve complex incidents involving inbound/outbound calling, IVR, ACD, call routing, queues, skills-based routing, and agent configurations.\n\nSupport IVR workflows, call flows, dialer configurations, reporting, dashboards, and contact center administration.\n\nSupport 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.\n\nTroubleshoot voice connectivity, SIP, RTP, call quality, carrier connectivity, and integration-related issues.\n\nTroubleshoot 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.\n\nSupport conversational AI and virtual agent solutions using Cognigy, including troubleshooting bot workflows, integrations, and handoffs to live agents.\n\nManage incidents, service requests, changes, and problem records in ServiceNow or equivalent ITSM platforms.\n\nFollow incident prioritization, escalation procedures, SLA targets, and change management processes.\n\nCollaborate with customers, vendors, telecom providers, and internal infrastructure/application teams to drive timely resolution.\n\nPerform root cause analysis (RCA), document corrective and preventive actions, and identify opportunities to reduce recurring incidents.\n\nMaintain technical documentation, knowledge articles, standard operating procedures (SOPs), and troubleshooting guides.\n\nParticipate in shift handovers, on-call support, major incident bridges, and scheduled maintenance activities.\n\nIdentify opportunities for automation, operational improvements, and enhanced customer experience.\n\nWhat we expect from you:\n\n7+ years of experience in contact center engineering, unified communications, or enterprise voice/contact center support.\n\nHands-on experience supporting Five9, NICE CXone, and Webex Contact Center cloud contact center platforms.\n\nHands-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.\n\nExperience with Cognigy conversational AI, virtual agents, chatbot workflows, or contact center automation.\n\nStrong understanding of CCaaS architecture, IVR, ACD, call flows, queues, agent states, skill-based routing, and dialer functionality.\n\nExperience troubleshooting SIP, RTP, VoIP, call quality, PSTN connectivity, and voice routing issues.\n\nKnowledge of APIs, webhooks, REST integrations, and CRM integrations is preferred.\n\nExperience with incidents, problem, and change management processes in an ITIL-based managed services environment.\n\nExperience using ITSM tools such as ServiceNow and monitoring or reporting dashboards.\n\nStrong analytical, troubleshooting, documentation, and communication skills.\n\nManaged Services and Operational Requirements:\n\nWillingness to work in a 24/7 rotational shift environment, including nights, weekends, and holidays as per the support roster.\n\nAbility to manage multiple incidents and prioritize activities based on business impact and urgency.\n\nExperience supporting enterprise customers in a managed services environment.\n\nAbility to meet SLA and operational performance targets while maintaining high service quality.\n\nWillingness to participate in major incident management, escalations, on-call rotations, and service reviews.\n\nAbility to work independently while collaborating effectively with geographically distributed teams.\n\nRelevant 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.\n\nExperience with Salesforce, Microsoft Dynamics, or other CRM integrations, a plus.\n\nFamiliarity with Microsoft Teams, Webex Calling, Cisco Unified Communications (CUCM, CUBE, Unified CCX/CCE), or other enterprise voice platforms, a plus.\n\nExperience 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.\n\nExperience with scripting, APIs, workflow automation, or operational reporting, a plus.\n\nExperience supporting enterprise-scale contact center migrations, implementations, or platform upgrades, a plus.\n\nPay range: $ 93,000 - $ 150,000 depending on experience and skill set. Annual bonus target of 10% subject to terms and conditions of plan \nBenefits overview: Salary ranges may be subject to geographic differentials  \nCDW is committed to being an AI-fluent organization\nWe’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.\nAbout UsCDW 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.\nAs 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.\nTogether, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.\nCDW 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.      \nOriginally posted on Himalayas","description_format":"text","description_chars":8597,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Internet Services","Internet Security Services","IT Resellers & VARs"],"lifecycle":[{"event":"open","at":"2026-10-24T14:30:10Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":29,"reasons":["seen:4","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":150000,"is_top_pay":true},"html_url":"https://alion.io/job/cdw-senior-contact-center-engineer","json_url":"https://alion.io/job/cdw-senior-contact-center-engineer.json","meta":{"generated_at":"2026-10-29T12:53:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17743,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":18032},"rest":"https://alion.io/mcp/rest/get_company?id=18032"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcdw-senior-contact-center-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcdw-senior-contact-center-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcdw-senior-contact-center-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cdw-senior-contact-center-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcdw-senior-contact-center-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3207721}},{"tool":"search_jobs","arguments":{"company":"cdw.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3207721},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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