Senior Technical Engineer Contact Center

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
 
 
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward. 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.