What are the responsibilities and job description for the Network and Voice Engineer (Cisco Contact Center) - New York, NY position at Acclaim Systems?
*US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time. Please send resume with rate expectations.
Senior-level technical and operational position focused on managing and optimizing Cisco-based contact center platforms. Advanced technical expertise with leadership and quality assurance responsibilities to ensure high performance, compliance, and customer satisfaction.
Responsible for delivering advanced technical support, troubleshooting complex incidents, and maintaining the integrity and efficiency of Cisco contact center systems. This role is critical for ensuring seamless customer experiences, regulatory compliance, and operational excellence
- Provide expert-level support for complex incidents escalated by analysts.
- Conduct root cause analysis and implement effective solutions for technical and security issues
- Resolve complex tickets within SLA targets by working with other support teams.
Qualifications
- Technical Expertise: Advanced proficiency in Cisco Call Center technologies and support practices, ( Google AI and/or Scripting are a plus)
- Analytical Skills: Strong troubleshooting methodologies and root cause analysis.
- Communication: Excellent interpersonal and communication skills for collaboration with teams and customers.
- Certifications: Cisco Certified Network Associate (CCNA) and/or ITIL Foundation are optional