Senior Contact Center Engineer

Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform. 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 platformsManage day-to-day activities for CISCO Enterprise Chat and Emails SystemSupport CISCO Ingress SIP gatewaysSupport Calabrio ONE, QM, WFM and AI hosted solutions.Participate in various IT projects intended to continually improve/upgrade converged network solutionsTroubleshoot complex issues across the various contact center environments.Provide tier2 Support for Contact center Customer service representativesContinuously monitor, optimize, and improve the performance of existing applicationsTroubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problemsEducates the customer on solution as appropriate throughout the life of the projectMentor 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 required5 years' hands-on experience working with CISCO Unified Contact Center SolutionsStrong understanding of SIP, VoIP, and network protocolsStrong verbal and written communications skills are a mustHybrid position: Work onsite at our Atlanta, GA headquarters 4 days a week.Ability to work effectively across internal and external organizationsFamiliarity with PCI complianceStrong client facing skills along with strong verbal and written communication skillsAptitude to acquire new technology and concepts quicklyHigh-end experience in Cisco Contact Center and Collaboration systems engineeringExperience with capturing customer call flow requirements and developing call flow scriptsWorking experience in integrating UCCE with any other contact center solutionsA can-do, upbeat attitude is required, with the willingness to go the extra mile to ensure customer satisfactionKnowledge of Cisco Call Manager, voicemail, unified messaging, ACD and IVR systems, integration to CRM packagesCCNP or CCIE certification preferred Company Benefits:Medical, Dental, and Vision InsuranceFlexible Spending AccountHealth Savings Account401(k) Plan with Company MatchCompany-paid Short-Term and Long-Term DisabilityCompany-paid Life InsurancePaid Holidays and VacationEmployee Referral ProgramEmployee Assistance ProgramWellness ProgramsPaid Community Service OpportunitiesTuition ReimbursementOngoing Training & Personal DevelopmentAnd 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.