Webex Contact Center Enterprise Engineer - Remote - CG

Role: Webex Contact Center Enterprise Engineer

Locations: 100% Remote

Duration: 12+ Months Contract

Role Overview:

• The WCCE Engineer is responsible for the design, implementation, and management of Cisco s cloud-based contact center solutions.
• You will bridge the gap between legacy on-premises systems (like UCCE/PCCP) and modern cloud environments, ensuring seamless omnichannel customer interactions through voice, digital channels, and AI-driven automation.

Key Responsibilities:

• System Administration: Configure and manage the Webex Control Hub, managing users, sites, teams, and entry points.
• Flow Design: Develop complex call and digital routing flows using the Webex Flow Builder (drag-and-drop UI) to optimize customer journeys.
• Omnichannel Integration: Implement and support digital channels including SMS, Chat, Email and Social Media via Webex Connect.
• Technical Migrations: Lead the transition of contact center applications from on-premises Cisco solutions (UCCE/UCM) to the Webex CCE cloud environment.
• AI & Automation: Integrate AI-powered Virtual Agents (Voice/Chat) and AI Agent Assist features to improve self-service and agent productivity.
• Reporting & Analytics: Build and maintain custom dashboards using Cisco Unified Intelligence Center (CUIC) and Analyzer to track KPIs like CSAT, NPS, and AHT.
• Troubleshooting: Perform root-cause analysis on faulty call flows, network bottlenecks, and integration issues with third-party CRMs (Salesforce, ServiceNow).

Required Technical Skills:

• Core Cisco Platforms: Deep expertise in ICM (Intelligent Call Manager), CVP (Customer Voice Portal), and Cisco Finesse.
• Protocols & Networking: Strong understanding of SIP, VoIP, QoS, and cloud connectivity (Azure/AWS).
• Routing Logic: Proficiency in Skill-Based Routing (SBR), Longest Available Agent (LAA), and Precision Queueing.
• Developer Skills: Ability to use Pebble expressions, invoke REST APIs, and parse JSON/XML for custom integrations.
• Reporting Tools: Advanced knowledge of CUIC and Webex Contact Center Analyzer.

Preferred Qualifications:

• Certifications: CCNP Collaboration, CCNA, or specialized Cisco Contact Center certifications.
• Experience: 3 5+ years in Cisco Unified Communications or Contact Center architecture.
• Soft Skills: Strong consulting ability to translate business requirements into technical workflows.
• Key Skills Matrix for Your Resume/JD

Category Specific Skills:

• Administration Webex Control Hub, User Profiles, Skill Group Assignment
• Call Handling IVR Scripting, Flow Designer, Courtesy Callback, Post-Call Surveys
• Desktop Cisco Finesse Gadgets, Agent Desktop Customization
• Advanced Tech Webex Connect, CCAI (Contact Center AI), Virtual Agents