Sr. contact center support engineer (cisco)

We are hiring Sr. Contact Center Technology Support Engineer

Location: Bogotá – Hybrid
Salary: $10,000,000 – $12,000,000 COP
Contract Type: Permanent
Benefits: Private Health Insurance (AXA Colpatria) + Life Insurance
English Level: B2 – C1 (required)

KEY RESPONSABILITIES:
- Provide expert support for Cisco Contact Center (UCCE/UCCX) platforms: routing strategy, IVR logic, and multimedia resource optimization.
- Support and troubleshoot Voice, Email, Chat, SMS, and Chatbot channels.
- Deliver tier-3 diagnostics for telephony infrastructure (SBCs, media gateways, media servers).
- Manage and optimize outbound dialing platforms (CXContact).
- Collaborate with carriers to resolve SIP signaling, trunking, and call quality issues.
- Proactively monitor platforms using Splunk and Jenkins (health checks, alerting, post-change validations).
- Participate in upgrades, configuration changes, incident response, and problem management.

REQUIRED QUALIFICATIONS:
- 5+ years of experience supporting Cisco UCCE/UCCX.
- Experience with multimedia platforms and outbound dialers (CXContact).
- Hands-on experience with Genesys on-premise (highly desirable).
- Deep knowledge of telephony systems, SIP, IVR applications, and carrier routing.
- Experience with SBCs, media servers, virtualization, and network performance.
- Expertise with monitoring tools: Splunk (log analysis, alerting) and Jenkins (automation, health checks).
- ITIL and DevOps Certifications (required).
- Preferred certifications: CCNA, Cisco Contact Center Specialist, Genesys, Splunk, Jenkins.

Join us and be part of a team driving cutting-edge Contact Center and AI-driven solutions!

Coordinador supervisor o especialista

Universitaria

Ingeniería de sistemas Computación

Ingeniería electrónica

Ingeniería de telecomunicaciones

Ingeniería telemática

Ingeniería de redes y telecomunicaciones

5 años de experiencia

1 Vacante