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Sr. Contact Center Engineer-Cisco, REMOTE in Clearwater, FL at Presidio, Inc.

Date Posted: 12/30/2018

Job Snapshot

Job Description

Presidio is a leading North American IT solutions provider focused on Digital Infrastructure, Cloud and Security solutions to create agile, secure infrastructure platforms for middle-market customers. We deliver this technology expertise through a full life cycle model of professional, managed, and support services including strategy, consulting, implementation and design. By taking the time to deeply understand how our clients define success, we help them harness technology advances, simplify IT complexity and optimize their environments today while enabling future applications, user experiences, and revenue models. As of June 30, 2018, we serve approximately 8,000 middle-market, large, and government organizations across a diverse range of industries. Approximately 2,900 Presidio professionals, including more than 1,600 technical engineers, are based in 60+ offices across the United States in a unique, local delivery model combined with the national scale of a $2.8 billion dollar industry leader. We are passionate about driving results for our clients and delivering the highest quality of service in the industry. Presidio is majority owned by affiliates of investment funds managed by affiliates of Apollo Global Management, LLC (NYSE:APO).

This is an opportunity to work REMOTE from home from any US location combined with up to 50% travel.

Major Responsibilities/Activities:

  • Assist in the development of contact center documents for presales, design, implementation, testing plans, maintenance plans, and any other contact center related customer deliverables
  • Perform peer reviews of DDD’s, SOW’s, and As-Built documents
  • Prepare documentation for Cisco’s A2Q process
  • Ownership of multiple contact center CSP’s
  • Perform peer reviews to ensure that best practices are followed during new implementations
  • Perform application development for self-service IVR applications and/or call routing as needed by the contact center team
  • Assist the contact center team with implementations/upgrades/configurations as needed
  • Troubleshoot and make administrative changes to customers’ contact center environments as required
  • Keep up-to-date on newly released versions of Cisco and 3rd party contact center products
  • Keep up-to-date on relevant competitive solutions, products and services
  • Maintain current certifications and obtain new contact center certifications as they become available
  • Perform technical presentations to customers, partners, and prospects
  • Prepare technical demonstrations in a lab as required
  • Maintain the contact center technology within CTI labs
  • Mentor other contact center team members in deployment methodology and technical best practices. Deliver new best practices to the team as they are defined.
  • Define best practices for contact center implementations

Desired Skills/Experience:

  • Typically requires BS/BA (EE/CS) or equivalent
  • 4 years of contact center experience
  • Experience with following one of application development technologies:
    • Python
    • Java
    • Java Script
    • Node Js
    • React
    • C#
  • Knowledge and demonstrated operating experience in the following areas of specialization:
    • Cisco ICM/IPCC Enterprise
    • Cisco ISN
    • Cisco CVP
    • Cisco IPIVR
    • Cisco Callmanager
    • Cisco IPCC Express
    • H323/SIP
  • Strong written and verbal communication, listening, and strong presentation skills
  • Strong problem solving skills: ability to assess a problem and determine an effective course of action.
  • Experience with project management and resource tracking techniques
  • Knowledge of software and/or hardware, testing and implementation
  • Ability to work effectively and add value as a team member
  • Demonstrate technical knowledge and consultative skills
  • Ability to perform tasks with minor supervision
  • Demonstrate ability to implement, drive and track projects
  • Ability to apply solutions, technology and products to a business opportunity

 Presidio, Inc. is an Equal Opportunity/Affirmative Action Employer/ VEVRAA Federal Contractor.  All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about employment discrimination protections under federal law, please visit:

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to for assistance.

Presidio, Inc. is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings.  State Employment Services; please provide priority referrals to

RECRUITMENT AGENCIES PLEASE NOTE: Presidio has a strict PSL in place and will only accept applications from agencies/business partners that have been invited to work on this role through the Presidio portal.  Candidate Resumes/CV's not submitted through the Presidio portal or submitted directly to Hiring Managers will be considered unsolicited and will be treated as gifts and no fee will be payable. Thank you for your cooperation.