Senior UCCE Engineer Contract

Chicago, IL, US • Posted 16 hours ago • Updated 4 hours ago

Full Time

On-site

Compensation information provided in the description

Fitment

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Job Details

Skills

Cloud Computing
Enterprise Architecture
Scripting
Customer Experience
Operational Efficiency
IT Management
Design Review
Mentorship
Project Implementation
Testing
Training
Production Support
Continuous Improvement
Cisco UCCE
Cisco UCCX
Contact Management
Cisco ICM
Incident Management
Interactive Voice Response
VoiceXML
Web Browsers
Routing
Optimization
Reporting
Dashboard
WebEx
WFM
Quantum Mechanics
Quality Management
Verint
SQL
API
SOAP
Database
Genesys
Customer Facing
Communication
Documentation
Presentations
Cisco

Summary

Location: Chicago,Illinois
Expected Start Date: Feb 23, 2026

Swoon is actively seeking a Senior UCCE Engineer to join the team!

What will your day-to-day look like?

Lead end-to-end architecture, design, and implementation of Cisco UCCE/PCCE contact center solutions, supporting both on-prem and cloud deployments.
Design and optimize intelligent call routing, queuing, and treatment strategies to support remote agents, hybrid workforces, and geographically distributed users.
Translate complex business and operational requirements into high-level and detailed technical designs, ensuring alignment with customer standards and enterprise architecture.
Develop and maintain ICM routing scripts, CVP/VXML call flows, and self-service IVR applications to improve customer experience and operational efficiency.
Provide senior technical leadership through design reviews, best practice guidance, and mentorship of junior engineers and cross-functional teams.
Lead project execution including implementation, testing, training, go-live readiness, and production support for large-scale UCCE/PCCE initiatives.
Serve as a senior escalation point for troubleshooting complex routing, queuing, and integration issues across multi-vendor contact center environments, driving resiliency and continuous improvement.

What's required?

8-10+ years of hands-on experience designing and deploying enterprise Cisco UCCE/PCCE contact center solutions.
Strong expertise with Cisco contact center platforms, including UCCE/PCCE/UCCX (12.x) and Cisco Intelligent Contact Management (ICM).
Proven experience building and supporting CVP call flows and IVR/self-service solutions using Unified Call Studio (VXML) and Virtual Voice Browser (VVB).
Advanced knowledge of call routing and queuing strategies, including skills-based routing, data-driven routing, and queue optimization for remote/hybrid agents.
Experience with key Cisco components such as Finesse, Courtesy Callbacks, and CUIC reporting/dashboards (including custom data sources).
Familiarity with Webex Contact Center ecosystem, including WxCC, WxCCE, and Webex Connect (API, Email, Chat, SMS).
Strong integration experience with Outbound Dialers (Acqueon, Five9), WFM/QM platforms (Calabrio, Verint), and CCAI tools (Google CCAI, Nuance Mix).
Ability to support SQL and API-based integrations (REST/SOAP) and contact center database integrations; experience with Finesse custom gadget development is a plus.
Experience across major enterprise contact center platforms (Cisco, Genesys, Avaya, NICE inContact, Five9) preferred.
Excellent customer-facing communication, documentation, and presentation skills, with experience partnering with executive stakeholders and Fortune 500 clients; Bachelor's degree and/or relevant Cisco/OEM certifications preferred.

What else should you know?

Location - Company based in California
REMOTE role - Must reside in the United States
3-6 month contract role
Hourly Rate - $65-$75 an hour
What's Next?

Apply Now!

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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10360791
Position Id: 96569
Posted 16 hours ago

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Senior UCCE Engineer Contract

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Job Details

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