The Voice & Contact Center Systems Engineer is responsible for managing and supporting cloud-based contact center platforms to enhance customer engagement. As a member of our Operations team, you will assist in troubleshooting, analyzing, and maintaining our Contact Center as a Service (CCaaS) platform, ensuring its continuous, seamless operation. The ideal candidate will have strong experience in the administration and support of enterprise-level cloud contact center systems (such as Content Guru, TalkDesk, Genesys, Amazon Connect, NICE, Five9, or similar), preferably within large-scale environments (500+ seats) across multiple locations. This role will work closely with global Customer Experience teams to deliver high-quality platform performance and user support. **JOB DUTIES:** + Administer, configure, and provide ongoing technical support for the cloud-based Contact Center platform including queues, users, agent status, call routing and + Integrated Voice Response (IVR), reporting and trend monitoring. + Support and manage the technical aspects of the transition between cloud-based contact center platforms, ensuring minimal disruption and alignment with business requirements. + Maintain and document system configurations, workflows, and operational processes. + Work with primary stakeholders to identify and implement improvements. + Translate business needs into technical solutions. + Participate in problem-solving discussions. + Design efficient workflows with contact center teams. + Optimize system performance through monitoring KPI's, building dashboards and analytics. + Identify automation and optimization opportunities. + Ensure proactive system monitoring, performance tuning, and platform stability. + Troubleshooting issues related to call center agents' devices (like headsets, computers, network, password resets, etc.) in close collaboration with other IT teams like desktop support, network, etc. + Collaborate with other IT teams and external vendors on integrations with other systems and applications (including APIs). **YOU MUST HAVE:** + At least 3 years of experience managing cloud-based Contact Center platforms (such as Content Guru, TalkDesk, Genesys, Amazon Connect, NICE CXone, Five9, or similar). + Hands-on experience with API integrations, IVR logic, and contact routing workflows. + Advanced English proficiency (capable of holding technical conversations and documenting in English). + Strong attention to detail, problem-solving mindset, and ability to collaborate with remote teams. **WE VALUE:** + Knowledge of Content Guru or similar platforms (like TalkDesk, Genesys, Amazon Connect, NICE, Five9, etc.). + Ability to work independently. + Good leadership and collaboration skills. + Conveys information with clarity and directness, ensuring the message is understood across diverse, global teams. + Strong troubleshooting skills. + Experience and strong process knowledge in several business/ functional areas. + Experience managing projects (waterfall and agile methodologies) is a plus + Creative and collaborative problem-solving skills. + Delivering fast and right results in matrixed environment. + Experience working in global or multicultural environments. **WHAT'S IN IT FOR YOU?** + Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind. + A collaborative and inclusive work environment where your contributions are valued. + Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects. + Access to cutting-edge tools, resources, and a supportive team to help you excel. + The chance to work with a global, innovative company shaping the future in its industry. \#LI-JB1 \#LI-HYBRID Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit [www.resideo.com](http://www.resideo.com/). At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the ["EEO is the Law" poster](https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO%20is%20the%20Law%20poster.pdf?rv=fdc492d184344b3ea4aec0c96b321632), ["EEO is the Law" Supplement Poster ](https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO%20is%20the%20Law%20Supplement%20Poster.pdf?rv=ebe367cad846443e8fa5aa86062813b6)and the [Pay Transparency Nondiscrimination Provision](https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/Pay%20Transparency%20Nondiscrimination%20Provision.pdf?rv=11a9cf6533ba426296b137d906b0ce01). Resideo complies with applicable equal employment laws in all countries where we do business. 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