.technical engineer contact center page is loaded## technical engineer contact centerlocations: mexico city-distrito federal-mexicotime type: full timeposted on: posted todayjob requisition id: wd*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 *technical engineer contact center.
*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 cross-functional teams—including it, customer service, vendor partners, and operations—to ensure our contact center platforms are reliable, scalable, and continuously improving.
* provide advanced technical support for contact center infrastructure (voice, chat, ivr, acd, integrations, call recording, etc.).
* troubleshoot tier 2/tier 3 issues, perform root-cause analysis, and implement long-term 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.
* bachelor's 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.
* customer-centric mindset with a focus on reliability and quality.
*what do* 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 promotion*, in accordance with its commitment to labor equality and non-discrimination.your buildings have a purpose.
they are places for people to live or work.
facilities for learning or healing.
venues for entertainment and shopping.
sites for the specialized storage of tangible goods or mission-critical data.
your buildings have a huge variety of functions; they are central to your mission.
this is where johnson controls comes in, helping drive the outcomes that matter most.
through a full range of systems and digital solutions, we make your buildings smarter.
a smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable.
most important, smarter buildings let you focus more intensely on your unique mission.
better for your people.
better for your bottom line.
better for the planet.at johnson controls, we've been making buildings smarter since *, and our capabilities, depth of innovation experience, and global reach have been growing ever since.
today, we offer the world's largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.
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