Senior Technical Engineer Contact Center
Location: Mexico City-Distrito Federal-Mexico
Time Type: Full time
Job Description
Johnson Controls is 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 Senior Technical Engineer Contact Center.
What You will do
Are you looking for a role where you can make a different in the business & world? This role will deliver new technologies enabling our Contact Centers to save lives!
Which technologies? We have deployed the Nice CXone suite of omnichannel ACD and IVR and complementing it with Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics and Artificial Intelligence. You will work with a team of call center engineering peers to deliver the future of Global Contact Centers. You’re experienced but you haven’t supported all of these products before? Don’t worry! Bring what you’ve got and learn the rest with us!
How you will do it
- Work on a team engaging in technical exploration, innovation, design, and support of Nice Contact Center
- Enjoy technical discussions within the team proposing solutions and alternatives to solve incidents and service requests
- Build healthy relationships with our business partners
- Use advanced troubleshooting skills to troubleshoot root cause and remediate
- Make technology understandable to non-technology partners
- Be an inclusive, supportive teammate
- Great English and Spanish communications skills
- This is a highly technical role – it is not appropriate for project managers, sales engineers, or contact center supervisors/agents
What we look for
Required
- 5+ years’ experience in Contact Center Technology Design and Engineering
- 2-4 years’ experience with Nice CXone suite
- 5 years + experience in troubleshooting contact center call flows
- Curiosity and an interest in problem solving
- Bachelor’s degree or equivalent experience
- Ability to communicate with a diverse audience in Spanish and English
- Ability to establish relationships with resources who report to different managers
Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non-discrimination.
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