Contact Center Engineer

Salary: £30,000 - 50,000 per year

Requirements:

• We have 6–10+ years of experience supporting enterprise contact center platforms.
• We have strong hands-on experience with Genesys Cloud CX.
• We have proven L3 support experience with Cisco UCCE, including CUCM and CVP.
• We have expert-level understanding of contact center routing, call flows, agent states, SIP, RTP, voice gateways, SBCs, and carrier interconnects.
• We have experience with CRM integrations such as Salesforce and Dynamics.
• We have proven ability to lead P1/P2 incident bridges and cross-team resolution.
• We have strong experience in large enterprise, MSP, or Run Unit environments.
• We can communicate complex technical issues clearly to stakeholders and executives.
• We ideally hold Genesys Cloud CX Professional or Specialist certification.
• We ideally hold Cisco certifications such as CCNP Collaboration or have UCCE exposure.
• We ideally have cloud networking and security knowledge, including AWS and IAM concepts.
• We ideally have automation, scripting, or health-check development experience.
• We ideally have experience supporting regulated or high-availability environments.
• We have strong technical ownership and decision-making capability.
• We stay calm and provide authoritative leadership during crisis situations.
• We have a structured analytical mindset with strong RCA focus.
• We are mentorship-oriented and documentation-driven.

Responsibilities:

• We act as the L3 escalation point for high-severity P1/P2 contact center incidents across Genesys Cloud CX and Cisco UCCE.
• We lead technical triage, incident bridges, and resolution strategy during major outages in coordination with the Technical Manager.
• We perform deep root cause analysis across contact center applications, voice, network, IVR, CRM, and infrastructure layers.
• We identify systemic weaknesses and eliminate repeat incidents through structural corrective actions.
• We author executive-ready RCA documents covering business impact, preventive actions, and long-term remediation plans.
• We drive problem management, corrective action tracking, and service stabilization initiatives.
• We own advanced troubleshooting of SIP signaling, call setup, and session negotiation.
• We diagnose RTP media issues including one-way audio, packet loss, jitter, latency, and codec mismatches.
• We lead investigations involving SBCs, gateways, carriers, PSTN, and hybrid cloud/on-prem voice paths.
• We collaborate with network and security teams on NAT, firewall rules, QoS, load balancing, and voice path optimization.
• We provide L3 operational and troubleshooting support for Cisco UCCE contact center environments.
• We troubleshoot and support core UCCE components, including PG, Rogger, AW, HDS, CUCM, CVP, ICM scripting, routing logic, and call flow behavior.
• We diagnose call routing failures, agent state issues, peripheral gateway problems, and CTI integration defects.
• We support CTI integrations with CRM systems and third-party applications.
• We analyze logs, router traces, CVP logs, CUCM traces, and network captures to isolate complex issues.
• We partner with Cisco TAC and internal infrastructure teams during critical incidents.
• We support hybrid contact center environments, including coexistence or migration scenarios between UCCE and Genesys Cloud CX.
• We design, review, and optimize end-to-end contact center call flows, routing strategies, integration patterns, redundancy, and failover.
• We review and approve high-risk production changes, ensuring rollback and recovery plans are clearly defined.
• We maintain deep understanding of platform limits, capacity thresholds, and scaling behavior.
• We define and validate disaster recovery, failover, and high-availability strategies.
• We maintain accurate architecture diagrams, call flow designs, and failure-mode documentation.
• We troubleshoot complex integrations involving Salesforce CTI, APIs, OAuth, data synchronization, Microsoft Dynamics CRM, and UCCE CTI/CVP/third-party integrations.
• We act as a technical liaison between vendor support, infrastructure teams, CRM and application teams, and security, IAM, and compliance teams.
• We challenge vendor or carrier conclusions when technical evidence indicates alternate root causes.
• We review changes for risk assessment, production readiness, and operational impact across both platforms.
• We provide technical approval guidance for CAB and high-risk changes.
• We validate upgrades, patches, and new feature rollouts from a stability and resilience standpoint.
• We ensure operational readiness before go-live, including fallback and monitoring strategies.
• We drive MTTR reduction through engineering improvements and root-cause elimination.
• We design or guide proactive monitoring, diagnostics, and health-check automation initiatives.
• We mentor and guide Level-2 engineers on advanced troubleshooting and architecture best practices.
• We maintain and evolve SOPs, operational runbooks, and architecture documentation.
• We contribute to continuous service improvement initiatives across Run Units.

Technologies:

• AI
• AWS
• Cloud
• Cisco
• CRM
• Firewall
• Flow
• Genesys
• IAM
• Support
• Load Balancing
• NAT
• Network
• OAuth
• Salesforce
• Security
• DevOps
• Spark

More:

We are a $13+ billion global technology company with more than 224,000 people across 60 countries, delivering industry-leading capabilities in digital, engineering, cloud, and AI through a broad portfolio of technology services and products. We bring a startup mindset and an idea-first culture, and we want people who are driven to make an impact and grow with us. This is a Contact Center Engineer / Senior SME role based in London, UK, and it is an onsite position requiring 5 days in the office.

last updated 33 week of 2026