Webex Contact Center Data Integration Engineer

Job Title: Data Engineer Webex Contact Center Integration

Location: REMOTE

Duration: 3 to 4 months Contract

Role Overview

Our customer is migrating from onpremises Cisco UCCX to Webex Contact Center and requires an experienced Data Integration Engineer to design and implement a secure, scalable data extraction pipeline. This pipeline will pull historical contact-center data from Webex Cloud, store it in an intermediate database or data warehouse, and make it accessible to their onpremises Tableau environment.

You will be responsible for extracting all relevant datasets such as call detail records, agent performance metrics, queue metrics, IVR data, recordings metadata, and QA metrics and centralizing them into a single source of truth. This role focuses strictly on backend data integration; dashboarding and BI design will be handled internally by the customer s reporting team.

This is a remote contract role running approximately 3 4 months.

Key Responsibilities

• Design and implement an automated data extraction framework for Webex Contact Center (historical data only).
• Build secure API integrations using Webex APIs and deliver data into an intermediate database or data warehouse.
• Leverage the customer's existing OpenShift environment for hosting API endpoints, or propose/configure alternative cloud hosting if needed.
• Support ingestion of full data granularity including:
• Per call
• Per agent
• Per queue
• Full historical records (approx. 365 days retention)
• Build nightly automated data refresh processes compatible with onprem Tableau environments.
• Ensure compliance with security and governance requirements, including:
• PCI masking of sensitive data (e.g., credit card info)
• Potential ACHrelated data protections
• Optimize data models to ensure efficient ingestion by Tableau s internal team.
• Provide documentation on API usage, data schemas, data flow, and operational procedures.

Required Skills & Experience

Technical Expertise

• Strong experience with Webex Contact Center APIs, Cisco contact center solutions, or similar CCaaS platforms.
• Proven experience building data pipelines using:
• REST APIs
• ETL/ELT frameworks
• Data warehousing concepts
• Hands-on experience with one or more databases:
• PostgreSQL
• SQL Server
• MySQL
• Cloudbased DB/warehouse solutions (Snowflake, BigQuery, Azure SQL, etc.)
• Familiarity with containerized environments such as OpenShift, Kubernetes, or Docker.
• Strong SQL skills and experience handling mediumscale datasets (1,200+ calls/day, 80 100 agents).
• Experience designing secure pipelines involving PII masking and compliance with standards such as PCI.

Nice-to-Have

• Knowledge of Cisco UCCX historical data structures.
• Experience with Tableau server environments and extract refresh processes.
• Experience with enterprise-grade logging, monitoring, and API reliability design.