Webex Contact Center Engineer - Remote [USA]

Webex Contact Center Engineer

Remote [USA]

Contract

Job Description :-

Required Skills:

We are looking for a Webex Contact Center Engineer with strong experience in enterprise voice, PSTN connectivity, and contact center operations. This role will support and enhance customer-facing voice services by managing call routing, number lifecycle processes, and Webex Contact Center configurations.
This is a hands-on role ideal for someone who understands both telephony fundamentals (PSTN, carriers, SIP) and modern cloud contact center platforms.

Key Responsibilities
Manage PSTN connectivity and carrier relationships, including troubleshooting and routing issues
Support number porting activities, including LOA submission, validation, and coordination with carriers
Maintain phone number inventory and assignment processes (DIDs)
Administer and support Webex Contact Center (WxCC) configuration and operations
Build and maintain call flows and IVR logic using Flow Designer
Configure and manage:
o Entry Points
o Queues
o Routing Strategies
Troubleshoot issues related to call routing, queue behavior, and contact center performance
Partner with business stakeholders to improve customer experience and call handling efficiency

Required Qualifications
Experience with PSTN, SIP, and voice routing concepts
Hands-on experience with number porting lifecycle (LOA, validation, carrier coordination)
Experience with Webex Contact Center administration
Working knowledge of:
o Call flows / IVR design
o Queues and routing strategies
Strong troubleshooting skills across voice and contact center environments

Preferred Qualifications
Experience with Webex Contact Center Flow Designer
Familiarity with skill-based routing and queue optimization
Experience supporting enterprise voice platforms or cloud contact centers
Exposure to contact center migrations or platform modernization efforts

Good to Have:

Experience with vector databases (Pinecone, Redis, MongoDB Atlas Vector)

Knowledge of LangChain, Semantic Kernel, or AI orchestration tools

Understanding of MLOps practices

Experience in domain-driven design (DDD)