Bachelor's Degree in Computer Science or equivalent experience
5+ years of comprehensive contact center and collaboration background with deep expertise in Cisco U/PCCE and Webex Contact Center solutions
Extensive hands-on experience deploying and troubleshooting Cisco U/PCCE components (ICM, CVP, VVB, Finesse, CUIC, VXML, Dialer, ECE, SIP) and migrating/supporting WxCCE; experience with Webex Contact Center, Connect, and AI Agent
Proficiency in scripting and integration (Java, JavaScript, Python, PowerShell) and integrating Contact Center platforms with 3rd party applications (QM, WFM, WFO)
Requirements:
Lead technical discovery, design, and implementation phases of Cisco Contact Center projects (Enterprise and Webex) and related cloud options
Collaborate with Project Manager and solution architecture team to develop high-level and low-level designs, implement changes, and train sustainment engineering for day-2 support
Deploy new customer environments, deliver high-quality deliverables on time, and maintain a trusted advisor relationship with clients while working with vendors and cross-team engineering to resolve complex issues
Assist in pre-sales and solution architecture activities, stay current with industry best practices, and update knowledge through training and networking; travel as needed
Job description
SUMMARY
The Cisco Contact Center Engineer is responsible for leading all phases of Contact Center projects from a technical level: discovery, design, implementation, and support primarily of Cisco Contact Center Enterprise and Webex Contact Center, with good general knowledge of other Cloud Contact Center portfolio options. The Sr. Engineer will work with clients to drive feature adoption and workload transformation to achieve our clients’ business goals.
JOB RESPONSIBILITIES
Technical lead throughout discovery, design, and implementation project phases
Collaborate with Project Manager to ensure overall project success
Work closely with solution architecture team to develop high level design, implement a low-level design, progress design changes and then train sustainment engineering (day 2 support) on how to implement and support the environment
Responsible for producing high quality deliverables in a timely fashion
Work with vendors and cross-team engineering groups to provide solutions to complex issues
Deploy new customer environments and train others
Build upon established trusted advisor relationship with our clients
Provide insight and adhere to industry best practices
Assist in pre-sales and solutions architect activities as necessary
Update personal knowledge by participating in industry related educational and networking opportunities
Various projects and other duties as assigned
QUALIFICATIONS
Bachelor’s Degree in Computer Science or equivalent experience
Minimum 5 years of comprehensive Contact Center and Collaboration background
In-depth understanding of Cisco U/PCCE and Webex CC solutions
Extensive experience deploying and troubleshooting U/PCCE solutions, including but not limited to: Cisco ICM, CVP, VVB, Finesse, CUIC, VXML applications, Dialer, ECE, SIP, etc.
Experience migrating and supporting WxCCE
Experience writing Java, JavaScript, Python, and PowerShell code
Experience with Webex Contact Center, Connect, and AI Agent
Experience configuring Contact Center related bots
Experience integrating Contact Center platforms with 3rd party applications including QM, WFM, WFO, etc.
Nice to have experience with GCCA DialogFlow development
Adept at voice gateway / CUBE configuration and troubleshooting
Proficient with Cisco Unified Communications and general calling platforms
Proficient in server virtualization
Maintain certification and certificate requirements as needed by Cisco
Maintain proficiency in technology areas required to successfully deploy and support Contact Center and Collaboration solutions
Excellent organizational skills
Self-motivated with the capability to work independently
Highly professional with the ability to protect the company’s values and integrity and maintain confidentiality
Ability to work flexible hours including on call and after hours work for scheduled and unscheduled maintenance
Highly motivated to succeed
Personable team player
Ability and experience adapting to new processes and procedures
Ability to travel when needed
JOB REQUIREMENTS
Should be willing to accept a long-term work-from-home arrangement.
Should be amenable to a permanent night shift schedule
