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Technical Engineer Contact Center
hace 2 días
Johnson Controls is a global leader in smart, healthy, and sustainable buildings. With operations in over 150 countries, we are committed to driving innovation and excellence in building technologies and integrated solutions. Our people are at the heart of our success, and we are passionate about attracting and developing top talent across the globe. We are looking for a Technical Engineer Contact Center.
What will you do?
The Technical Engineer – Contact Center plays a key role in designing, implementing, supporting, and optimizing the technologies that enable our customer experience operations. You will work closely with cross‑functional teams—including IT, Customer Service, Vendor Partners, and Operations—to ensure our contact center platforms are reliable, scalable, and continuously improving.
How will you do it?
Provide advanced technical support for contact center infrastructure (voice, chat, IVR, ACD, integrations, call recording, etc.).
Troubleshoot Tier 2/Tier 3 issues, perform root‑cause analysis, and implement long‑term fixes.
Configure, maintain, and optimize contact center platforms (routing logic, workflows, user provisioning, telephony settings).
Monitor system performance and proactively identify issues before they impact operations.
Participate in or lead deployments of new features, upgrades, migrations, and technology enhancements.
Support integrations with CRMs, ticketing systems, reporting tools, and automation solutions.
Create detailed technical documentation and collaborate with stakeholders on solution design.
Analyze call flows and performance metrics to recommend operational and technical improvements.
What are we looking for?
Bachelor's degree in Information Technology, Computer Engineering, Telecommunications, or related field.
+3 years of experience in a technical support, systems engineering, or contact center engineering role.
Experience with at least one major contact center platform (e.g., Genesys Cloud, Cisco UCCE, Avaya Aura, Five9, NICE inContact, Amazon Connect).
Knowledge of network fundamentals, VoIP, SIP, routing, and telephony concepts.
Familiarity with APIs, scripting, or automation (Python, PowerShell, JSON) is a plus.
Understanding of workforce management, call routing strategies, and reporting analytics.
Experience integrating CCaaS solutions with CRM or ITSM platforms.
Ability to manage multiple priorities and work independently.
Customer‑centric mindset with a focus on reliability and quality.
What do we offer?
Comprehensive benefits package.
Opportunities for professional growth and development.
Supportive and inclusive work environment.
Commitment to work-life balance and employee well-being.
Engagement in meaningful projects that make a difference.
Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non-discrimination.
