Total Required Experience in Years: 5%2B Years

Mode of Work: Remote 

Job Description:

The client is seeking an experienced Webex Contact Center Engineer to support and enhance enterprise customer-facing voice services. The ideal candidate will possess strong expertise in PSTN connectivity, SIP routing, telephony operations, carrier coordination, and Webex Contact Center administration.

This is a hands-on engineering role responsible for maintaining reliable voice services, optimizing call routing strategies, managing phone number lifecycle processes, and improving customer contact center experiences through modern cloud-based contact center technologies.

Key Responsibilities:

• Manage PSTN connectivity and enterprise voice routing infrastructure.
• Troubleshoot carrier, routing, SIP, and telephony-related issues.
• Coordinate and manage number porting activities including:
  • Letter of Authorization (LOA) submissions
  • Validation processes
  • Carrier coordination
  • Port scheduling and execution
• Maintain DID inventory management and assignment processes.
• Administer and support Cisco Webex Contact Center (WxCC).
• Design, develop, and maintain IVR and call routing workflows.
• Configure and manage:
  • Entry Points
  • Queues
  • Routing Strategies
  • Agent Routing Logic
• Build and maintain call flows using Webex Flow Designer.
• Troubleshoot contact center performance, routing, and queue-related issues.
• Collaborate with business stakeholders to improve customer experience and operational efficiency.
• Support voice platform enhancements, migrations, and modernization initiatives.

Additional Responsibilities:

• Monitor voice service performance and availability.
• Maintain documentation for call flows, routing configurations, and telephony environments.
• Assist with capacity planning and optimization efforts.
• Support incident management and root cause analysis activities.
• Ensure compliance with organizational standards and security requirements.
• Participate in testing and deployment activities for contact center enhancements.

Required Skills:

• 5%2B years of experience supporting enterprise voice and contact center environments.
• Strong understanding of:
  • PSTN
  • SIP
  • Voice Routing
  • Carrier Connectivity
• Hands-on experience managing number porting lifecycle activities.
• Experience with:
  • LOA processing
  • Carrier coordination
  • DID inventory management
• Strong Webex Contact Center (WxCC) administration experience.
• Experience designing and supporting:
  • Call Flows
  • IVR Systems
  • Contact Center Routing Strategies
• Strong troubleshooting and root cause analysis skills.
• Experience supporting customer-facing voice applications.
• Excellent communication and stakeholder management skills.

Preferred Skills:

• Experience with Webex Contact Center Flow Designer.
• Experience implementing skill-based routing strategies.
• Queue optimization and workforce routing experience.
• Experience supporting cloud contact center platforms.
• Experience with enterprise voice modernization initiatives.
• Experience participating in contact center migrations or platform transformations.
• Cisco collaboration and contact center technologies experience.

Qualifications:

• Bachelor\'s Degree in Information Technology, Telecommunications, Computer Science, or related field preferred.
• Equivalent professional experience may be considered.

Education:

• Bachelors Degree preferred.

Certifications:

• Cisco Webex Contact Center Certification preferred.
• Cisco CCNP Collaboration preferred.
• Cisco CCNA Collaboration preferred.
• Cisco Contact Center Certifications preferred.

What Success Looks Like:

• Stable and highly available voice services.
• Efficient call routing and queue management.
• Well-designed and maintainable IVR experiences.
• Successful number porting and DID management operations.
• Improved customer experience through optimized contact center workflows.
• Reduced routing issues and faster issue resolution.

Additional Information:

• Experience with Webex Contact Center is highly preferred.
• Strong telephony, PSTN, SIP, and routing expertise required.
• Experience supporting enterprise-scale customer service operations preferred.
• Exposure to cloud contact center modernization projects is a strong plus.