Contact Center Support Engineer
Location: Knoxville, TN
Job Type: Contract To Hire
Company: IDR
Category: Network Engineering
Job Description Apply Now
The Contact Center Support Engineer plays a crucial role in maintaining and optimizing customer engagement platforms, with a primary focus on Webex and NICE CXone systems. As organizations increasingly depend on advanced communication technologies to deliver exceptional customer service, the Contact Center Support Engineer ensures seamless platform performance, efficient troubleshooting, and high-quality user experiences. This position is integral to technology services environments, especially those specializing in communication solutions for client interaction and support.
In this dynamic role, the Contact Center Support Engineer is responsible for a range of technical and support functions that drive the reliability and effectiveness of contact center operations. The engineer manages and configures auto attendants within the Webex platform, providing essential routing and workflow enhancements for both internal teams and external clients. Additionally, the role delivers Level 2 support for NICE CXone, addressing escalated technical issues and ensuring that the system performs optimally for all users.
Technical expertise in configuration and policy management for both Webex and NICE CXone platforms is a key component of the job. The Contact Center Support Engineer collaborates with cross-functional teams to support onboarding, troubleshoot user challenges, and implement system improvements. The position often requires adaptability, as support may be provided in hybrid or onsite environments, and the engineer must be comfortable navigating both remote and in-person technical needs.
Successful candidates bring a foundational to mid-level understanding of both Webex and NICE CXone platforms, along with experience in managing complex configurations and auto attendant systems. Strong troubleshooting capabilities, clear communication skills, and the ability to work effectively with diverse user groups are essential. The Contact Center Support Engineer serves as a bridge between technology and business operations, helping organizations achieve their customer engagement objectives by leveraging advanced platform features and best practices.
This opportunity offers an attractive compensation package, comprehensive benefits including medical, dental, and vision insurance, and the chance to join an industry-leading organization recognized for its commitment to employee success. The company also provides professional development opportunities and access to experienced engagement managers who support career growth.
Individuals selected for this position will join a team celebrated for its long-standing industry experience and award-winning client and talent engagement. The company’s dedication to excellence, employee well-being, and innovation in communication solutions makes it an ideal environment for professionals seeking to advance their careers in customer engagement technology.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
Contact Center Support Engineer - Summary- Responsible for supporting and optimizing Webex and NICE CXone platforms in a technology services environment.
- Focuses on configuration, troubleshooting, and user support to enhance customer engagement operations.
- Collaborates with cross-functional teams and adapts to hybrid or onsite support models.
- Configure and manage auto attendants in the Webex platform to improve call routing and workflow efficiency.
- Provide Level 2 technical support for NICE CXone, resolving escalated issues promptly and effectively.
- Handle system configuration and policy management for both Webex and NICE CXone environments.
- Support user onboarding processes and troubleshoot technical challenges for clients and internal teams.
- Document solutions and contribute to continuous improvement initiatives within the customer engagement ecosystem.
- Competitive compensation package designed to attract top technical talent.
- Comprehensive benefits including medical, dental, vision, and life insurance.
- Employee Stock Ownership Program and access to professional development resources.
- Opportunity to work with an industry leader recognized for excellence in staffing and client engagement.
- Basic to mid-level expertise in Webex and NICE CXone platforms.
- Proven experience managing auto attendants and configuring customer engagement systems.
- Strong troubleshooting skills focused on resolving technical issues efficiently.
- Excellent communication abilities for user support and technical collaboration.
- Adaptable to work in both hybrid and onsite support environments as needed.
- Technically adept with hands-on experience in contact center solutions such as Webex and NICE CXone.
- Problem-solver who thrives in fast-paced, dynamic technology services settings.
- Effective communicator, able to explain technical concepts to both technical and non-technical stakeholders.
- Team-oriented professional eager to contribute to organizational success and client satisfaction.
- Willingness to continuously learn and stay current with evolving communication technologies.
- Joining this team provides valuable career advancement and hands-on experience with leading customer engagement technologies.
- The company fosters a culture of inclusion, innovation, and employee growth.
- Recognized multiple years for excellence in client and talent satisfaction.
- If you are ready to advance your career as a Contact Center Support Engineer, click the application button to apply now and become part of a forward-thinking organization.