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Senior Contact Center Engineer

CDW
Remote, USA
Full-time
Senior · 7+ years experience
Remote
Discovered 4 days ago

Full Job Posting

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full‐stack, full‐lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

Qualifications

  • Hands-on experience with Webex Contact Center administration and support, including Flow Designer, routing and queue configuration, entry points, teams and skill profiles, desktop layouts, Webex Connect integrations, Analyzer reports, and Control Hub.
  • Experience with Cognigy conversational AI, virtual agents, chatbot workflows, or contact center automation.
  • Experience with incidents, problem, and change management processes in an ITIL-based managed services environment.

Preferred Qualifications

  • Experience with Salesforce, Microsoft Dynamics, or other CRM integrations, a plus.
  • Familiarity with Microsoft Teams, Webex Calling, Cisco Unified Communications (CUCM, CUBE, Unified CCX/CCE), or other enterprise voice platforms, a plus.
  • Experience with scripting, APIs, workflow automation, or operational reporting, a plus.

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