Contact Center Solutions Engineer

Contact Center Solutions Engineer

Join our global Operations Innovation & Telephony team, where you will help drive the transformation of contact center operations through innovative technologies, cloud-based solutions, and best-in-class telephony services. As a Contact Center Solutions Engineer, you will provide technical support, manage incidents and operational requests, collaborate with international stakeholders and vendors, and ensure the smooth operation of contact center platforms serving business units worldwide.

What Will You Do?

Provide technical support for contact center platforms and services through ticketing systems, email, and phone support.

Troubleshoot incidents, service requests, and operational issues while coordinating with global teams and external vendors.

Manage operational demands, IMAC activities (Install, Move, Add, Change), and service requests following ITIL best practices.

Support global contact center implementation and migration projects.

Work effectively in an environment driven by Artificial Intelligence (AI), machine learning, data analytics, and cloud-based technologies, leveraging insights responsibly and in alignment with data governance, security, and ethical use standards.

What Do You Bring?

Advanced level of English (written and spoken)

Availability to work on a 13:00 - 22:00 schedule Mon- Fr and also on a 17:00 - 22:00 2 Sundays every month.

5+ years of experience working with a telecommunications carrier, contact center solutions provider, or similar environment.

Proven experience supporting enterprise contact center technologies such as Cisco, Genesys, or comparable platforms.

Experience working with ticketing and collaboration tools such as ServiceNow (SNOW), Microsoft Teams, and related platforms.

Strong understanding of ITIL processes, including Incident, Problem, Change Management, SLA management, and IMAC activities.

Knowledge of testing methodologies and tools.

Solid understanding of LAN, WAN, and application infrastructure concepts.

Experience troubleshooting operational and technical issues within contact center environments.

Experience with conversational AI, Natural Language Processing (NLP), VoiceBots, ChatBots, or basic programming knowledge (Java, SQL) is considered a strong advantage.

PMP or PRINCE2 certification is a plus.

Education: Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.

What We Offer

Hybrid work scheme (mostly remote). Schedule: 13:00 - 22:00 Mon- Fr and also on a 17:00 - 22:00 2 Sundays every month.

Monthly salary $38,928.00 MXN before taxes + food coupons + law benefits + health insurance + major medical expenses insurance + savings fund.

Overtime opportunities.

Exposure to cutting-edge technologies including AI-powered customer service solutions, cloud platforms, automation, and digital transformation initiatives.

The chance to make a meaningful impact on customer experience and operational excellence through innovative solutions.