Position Summary
The Contact Center Engineer supports the security, compliance, and day-to-day operational governance of contact center applications and infrastructure. This entry-level role helps maintain a secure, well-documented, and audit-ready environment across contact center platforms including Cisco, Avaya, and Five9. This role will partner with technical and cross-functional teams to track vulnerabilities, support access governance, monitor change activity, maintain compliance records, and produce operational documentation and reporting.
Key Responsibilities:
- Support low-level governance activities related to contact center security, compliance, and operational controls
- Track and help coordinate remediation of security vulnerabilities across Cisco, Avaya, Five9, and related contact center infrastructure
- Support user access requests, access reviews, and related documentation to help maintain appropriate system access controls
- Track FTC audits and assist with collecting, organizing, and maintaining supporting information and follow-up items
- Monitor change controls and help ensure required approvals, documentation, and implementation coordination are completed
- Track required compliance and security training for the team and follow up on completion status as needed
- Support third-party vendor risk assessment tracking and coordination with internal and external partners
- Create and maintain team documentation including knowledge articles, process documentation, and operational guides
- Assist with reporting, recordkeeping, and process support to help maintain a secure, compliant, and well-managed contact center environment
Key Characteristics for Success:
- Strong attention to detail and follow-through
- Willingness to learn contact center technologies and security-related processes
- Ability to stay organized in a fast-paced operational environment
- Comfort working across teams to coordinate tasks and documentation
- Interest in developing technical, security, and compliance knowledge within a contact center environment
Required Qualifications:
- 3+ years of experience in IT security, compliance, or technology governance concepts
- 2+ years of experience with Microsoft Office tools such as Excel, Word, and PowerPoint
Preferred Qualifications:
- Exposure to contact center technologies such as Cisco, Avaya, or Five9
- Exposure to security vulnerability tracking, audit support, access governance, or compliance-related work
- Strong organizational skills and attention to detail
- Ability to track multiple tasks, follow established processes, and maintain accurate documentation
- Strong written and verbal communication skills
- Ability to work effectively with technical teams, business partners, and vendors
- Experience creating process documentation
- Familiarity with incident tracking, change management, or vendor coordination processes
Education:
- Bachelor’s degree or equivalent experience (HS diploma + 4 years relevant experience)
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$79,310.00 - $158,620.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 09/27/2026
