Webex Contact Center Enterprise Engineer

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.
• Tech 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.

Category Specific Skills

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

Pay

Negotiable based on experience and qualifications.

Schedule

Full-time, remote position.

Benefits

Comprehensive benefits package including health insurance, retirement plans, and paid time off.

Qualifications

Highly motivated candidate with a strong background in Cisco Unified Communications and Contact Center architecture.

Skills

• Core Cisco Platforms: ICM, CVP, Cisco Finesse.
• Protocols & Networking: SIP, VoIP, QoS, Azure/AWS cloud connectivity.
• Routing Logic: SBR, LAA, Precision Queueing.
• Developer Skills: Pebble expressions, REST APIs, JSON/XML parsing.
• Reporting Tools: CUIC, Webex Contact Center Analyzer.

Company Information

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are an Equal Opportunity Employer.