Cisco Webex Contact Center Engineer / Migration Specialist

Location: Woodland Hills, California (Onsite Preferred) / Remote (US West Coast Candidates Preferred)
Duration: 12+ Months

Job Summary

We are seeking an experienced Cisco Webex Contact Center Engineer / Migration Specialist with deep expertise in Cisco contact center platforms, Webex Contact Center Enterprise (WXCCE/WXCC), CUCM, SIP infrastructure, and enterprise voice migration programs. The ideal candidate will have strong hands-on experience migrating contact center applications from Cisco on-premise environments to Cisco Webex Contact Center platforms, troubleshooting migration issues, and optimizing enterprise call flows.

This is a customer-facing technical role focused on migration remediation, IVR modernization, voice infrastructure troubleshooting, and enterprise contact center transformation.

Key Responsibilities

Cisco Contact Center Migration

• Lead migration and remediation initiatives for contact center IVR platforms moving from Cisco on-premise to Cisco Webex Contact Center Enterprise (WXCCE).
• Support modernization of enterprise contact center voice infrastructure.
• Assess current call center environments and define migration remediation approaches.
• Resolve post-migration issues affecting call routing, IVR behavior, and platform stability.

Voice Infrastructure Engineering

Hands-on support for:

• Cisco Webex Contact Center (WXCC / WXCCE)
• Cisco Unified Communications Manager (CUCM / SME)
• SIP trunk architecture
• AudioCodes SBCs
• Enterprise voice routing
• Contact center telephony infrastructure

Responsibilities:

• Voice platform configuration
• Connectivity troubleshooting
• SIP diagnostics
• Call flow validation
• Platform optimization

Troubleshooting & Remediation

• Troubleshoot migrated contact center systems not functioning as expected.
• Inspect and remediate:
  • Faulty call flows
  • SIP signaling issues
  • Voice routing problems
  • SBC connectivity issues
  • Contact center application failures
  • Integration defects

IVR / Contact Center Engineering

• Support enterprise IVR system remediation and migration.
• Analyze contact center workflows, routing logic, and voice application dependencies.
• Optimize customer interaction flows and voice platform performance.

Integration Support

• Troubleshoot and resolve GDF integration issues and related contact center integration defects.
• Support integrations between Cisco platforms and enterprise systems.
• Ensure end-to-end operational continuity post migration.

Customer-Facing Delivery

• Work directly with enterprise customers on migration delivery, remediation, and troubleshooting.
• Provide technical guidance, issue analysis, and remediation recommendations.
• Communicate technical findings clearly to stakeholders.

Required Skills

• Cisco Contact Center Platforms
• Cisco Webex Contact Center (WXCC / WXCCE)
• CUCM / SME
• SIP Trunks
• AudioCodes SBC
• Voice Network Engineering
• IVR Systems
• Contact Center Migration
• Call Flow Troubleshooting
• SIP Troubleshooting
• Cisco Voice Infrastructure

Preferred Skills

• GDF integration remediation
• Contact center modernization
• Voice architecture design
• Enterprise telephony migration
• Customer-facing consulting

Experience

10+ years of total IT experience, including:

• 5+ years in Cisco voice / contact center platforms
• Strong Cisco migration / remediation experience
• Enterprise contact center transformation experience

Candidate Requirements

• US West Coast candidates strongly preferred
• Onsite availability in Woodland Hills, CA preferred
• Strong customer-facing communication skills
• Ability to troubleshoot complex enterprise voice ecosystems

Scope of Engagement

• Contact center remediation
• Cisco on-prem to Webex migration
• IVR modernization
• Voice infrastructure troubleshooting
• T&M engagement with direct customer interaction