Technical Engineer Contact Center
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Johnson Controlsis a global leader in smart healthy and sustainable buildings. With operations in over 150 countries we are committed to driving innovation and excellence in building technologies and integrated solutions. Our people are at the heart of our success and we are passionate about attracting and developing top talent across the globe. We are looking for a Technical Engineer Contact Center.
What will you do
The Technical Engineer Contact Center plays a key role in designing implementing supporting and optimizing the technologies that enable our customer experience operations. You will work closely with crossfunctional teamsincluding IT Customer Service Vendor Partners and Operationsto ensure our contact center platforms are reliable scalable and continuously improving.
How will you do it
Provide advanced technical support for contact center infrastructure (voice chat IVR ACD integrations call recording etc.).
Troubleshoot Tier 2/Tier 3 issues perform rootcause analysis and implement longterm fixes.
Configure maintain and optimize contact center platforms (routing logic workflows user provisioning telephony settings).
Monitor system performance and proactively identify issues before they impact operations.
Participate in or lead deployments of new features upgrades migrations and technology enhancements.
Support integrations with CRMs ticketing systems reporting tools and automation solutions.
Create detailed technical documentation and collaborate with stakeholders on solution design.
Analyze call flows and performance metrics to recommend operational and technical improvements.
What are we looking for
Bachelors degree in Information Technology Computer Engineering Telecommunications or related field.
3 years of experience in a technical support systems engineering or contact center engineering role.
Experience with at least one major contact center platform (e.g. Genesys Cloud Cisco UCCE Avaya Aura Five9 NICE inContact Amazon Connect).
Knowledge of network fundamentals VoIP SIP routing and telephony concepts.
Familiarity with APIs scripting or automation (Python PowerShell JSON) is a plus.
Understanding of workforce management call routing strategies and reporting analytics.
Experience integrating CCaaS solutions with CRM or ITSM platforms.
Ability to manage multiple priorities and work independently.
Customercentric mindset with a focus on reliability and quality.
Whatdowe offer
Comprehensive benefits package.
Opportunities for professional growth and development.
Supportive and inclusive work environment.
Commitment to work-life balance and employee well-being.
Engagement in meaningful projects that make a difference.
Johnson Controls does not request pregnancy or HIV testing as a condition for hiring continued employment or promotionin accordance withits commitment to labor equality and non-discrimination.
Required Experience:
IC
Key Skills
- Computer Science
- Electrical Engineering
- Active Directory
- Tcp/IP
- OS
- Database
- Linux
- Java
- fax server
- Troubleshoot
- Complex issues
- Problem Resolution
- hardware
- Technical Support
- UNIX
About Company
Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 120,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation sy ... View more
