Webex Contact Center Business Expert

Description of the Role: The Webex Contact Center Business Expert will partner with contact center leadership and frontline agents to optimize operations, improve KPIs, and translate business goals into actionable strategies. They will serve as the subject matter expert for WxCC, driving efficiency, customer experience improvements, and providing training and reporting support.
Projects they will be working on/ Day-to-day responsibilities:

• Collaborate with supervisors, managers, and agents to enhance contact center performance
• Analyze and interpret WxCC KPIs (Service Level, AHT, FCR, CSAT, etc.)
• Design and implement reporting dashboards using Webex native tools or integrations
• Provide onsite support and training to contact center teams
• Optimize multichannel workflows (voice, chat, email, social)
• Leverage Cisco Analyzer and custom reporting for real-time and historical data analysis

Top/Must have skills:

• Deep expertise in Webex Contact Center (WxCC) KPIs and metrics
• Experience with reporting and dashboard creation (Cisco Analyzer, custom dashboards)
• Strong background in contact center operations (manager, supervisor, or analyst level)
• Familiarity with Webex WFO and Cisco AI Assistant features

Nice to Have Skills:

• Experience with multichannel engagement (voice, chat, email, social media)
• Knowledge of customer experience metrics like NPS and Quality Scores
• Exposure to workforce management and adherence tracking tools

Tech Stack/Environment:

• Webex Contact Center (WxCC)
• Webex WFO (Workforce Optimization)
• Cisco AI Assistant
• Cisco Analyzer (real-time and historical reporting)
• Multichannel platforms (voice, chat, email, social)
• Custom and scheduled reporting tools