Contact Center Support Engineer

Our Vision: Be the best at what we do. Our Mission: Improve lives through technology.

Summary:

“Customer Inspired” isn’t our slogan — it’s our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customers’ lives.

As a Contact Center Support Engineer, you will provide advanced (Tier 2/3) product and solution support for C Spire customers using Cisco Webex Contact Center (WxCC), Webex Connect, and adjacent contact center technologies and services. Reporting to the Senior Manager, Contact Center Practice, you will partner with Tier 1 teams in the Customer Support Center to intake and escalate tickets, deliver deep technical troubleshooting, and execute implementation services for enhancements and additional features within customer environments. You will work closely with Cisco TAC and Engineering resources to resolve product-level issues and support complex integrations and voice architectures that include Webex Calling and related hardware/software components.

Responsibilities:

What You Will Do

In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.

• Provide Tier 2/3 advanced troubleshooting for customer production environments running Webex Contact Center (voice and digital channels), including incident triage, root-cause analysis, and problem resolution.
• Partner with Tier 1 Customer Support Center teams to assist with escalated tickets and cases, ensuring proper severity classification, documentation, and timely resolution through closure.
• Enhance existing customer Webex Contact Center environments by assessing current configurations, identifying optimization opportunities, and implementing improvements to routing, IVR/self-service, reporting, and agent and supervisor workflows.

• Design, build, and test new integrations between Webex Contact Center, Webex Connect, and customer systems such as CRM platforms, workforce optimization, and analytics solutions, with clear documentation and customer handoff.

• Turn up, configure, and validate new features and services within customer environments, including feature enablement, flow and queue build-out, and controlled production cutovers.
• Support Webex Connect (CPaaS) services used alongside Webex Contact Center for outbound and digital engagement, including flow configuration, troubleshooting, and coordination with platform support as needed.
• Maintain and execute escalation workflows with Cisco TAC and Engineering teams by collecting diagnostics, reproducing issues when possible, coordinating fixes, and validating remediation in customer environments.
• Support voice architecture components adjacent to Contact Center solutions, including Webex Calling integration, endpoint and device troubleshooting, and SIP/PSTN interconnect elements such as Local Gateway and SBC patterns to ensure end-to-end call flow continuity.
• Troubleshoot integrations between Webex Contact Center and customer systems such as CRM platforms, IVR/self-service tools, workforce optimization and analytics solutions, and other customer experience technologies.
• Improve operational readiness by contributing to runbooks, knowledge articles, support documentation, escalation paths, and repeatable troubleshooting procedures.
• Participate in post-incident reviews and continuous improvement initiatives by identifying recurring issues, recommending preventive actions, and sharing lessons learned with Tier 1 teams and practice leadership.

This position is an exceptional opportunity to build deep expertise across the Webex customer experience ecosystem while directly influencing operational excellence and customer outcomes. From Contact Center Support Engineer, you will have a strong springboard into senior engineering, solution architecture, or practice leadership roles within C Spire.

Qualifications:

What You Will Bring

As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external client experience. To support our Contact Center Practice, you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement.

In addition to that, we require:

• 8 years of experience providing Tier 2/3 support, implementation, or engineering for contact center, UCaaS/CCaaS, or customer experience platforms, including hands-on configuration and integration work in production environments.

• Demonstrated experience providing Tier 2/3 support for contact center, UCaaS/CCaaS, or customer experience platforms, including advanced troubleshooting and incident management.
• Working knowledge of Webex Contact Center concepts and components including tenant configuration, routing/IVR flows, agent and supervisor functions, reporting, analytics, and digital channels.
• Experience collaborating with vendor support organizations such as Cisco TAC to resolve product defects and complex technical issues.
• Strong understanding of voice fundamentals including SIP concepts, call flows, and media quality considerations with the ability to troubleshoot end-to-end voice issues.
• Ability to implement and support solution enhancements including configuration updates, feature enablement, and controlled production changes with clear documentation.
• Experience supporting integrations with CRM platforms, workflow tools, IVR systems, and related customer experience technologies.
• Strong written and verbal communication skills with the ability to document troubleshooting steps, communicate status clearly, and explain technical issues to both technical and non-technical stakeholders.

We will give special consideration to candidates who have:

• Experience supporting Webex Calling environments including Control Hub administration and endpoint troubleshooting.
• Experience with Webex Connect (CPaaS) or similar outbound and digital workflow platforms.
• Experience supporting contact center ecosystem tools including CRM connectors, workforce optimization, analytics, and recording platforms.
• Familiarity with structured support methodologies including severity definitions, escalation procedures, and post-incident review processes.

What You Will Gain

A great workplace needs more than dental coverage, though we provide that and excellent health insurance. But that’s just the start. We make sure working at C Spire is the best career experience around. And Forbes has named us one of America's Best Midsize Employers multiple times because of it.

For our full-time employees we offer:
• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• 401k Match
• Tuition Assistance Programs
• Complimentary Wireless Service & Device*
• Teladoc Telemedicine
• WellBeacon Wellness Program
• Paid Talent Referral Opportunities

Physical Requirements / Working Conditions

This role primarily involves desk and computer-based work requiring sustained focus in a professional environment. Occasional travel to customer premises and equipment locations may be required for complex troubleshooting, cutovers, or implementation activities. Availability to work outside normal business hours may be required during high-impact incidents, planned maintenance windows, or critical customer go-live events.

*Complimentary wireless service and device available to team members in our wireless footprint.