Cisco Contact Center Engineer

Role: Cisco Contact Center Engineer

Location: Remote

 Duration:12+months

Interview: Video

Primary Focus: Cisco PCCE & Webex Contact Center (WxCC)

Role Summary:
Seeking a Contact Center Engineer to design, configure, deploy, and support enterprise contact center environments. The primary focus is Cisco PCCE and Webex Contact Center, with secondary responsibilities across Webex Calling, CUCM, and Calabrio.

Key Responsibilities:

• Configure and support Cisco PCCE, including IVR, scripting, call routing, queues, and integrations.
• Configure and administer Webex Contact Center (WxCC), including call flows, routing, queues, and agent/supervisor setup.
• Support Webex Calling (WxC) and Cisco CUCM for telephony integration and troubleshooting.
• Administer Calabrio for recording, quality management, and workforce optimization.
• Handle MAC (Moves, Adds, Changes), troubleshooting, testing, documentation, and go-live support.
• Work directly with clients to translate business requirements into technical solutions.

Technical Stack:
Cisco PCCE | Webex Contact Center (WxCC) | Webex Calling (WxC) | Cisco CUCM | Calabrio | IVR | Call Routing | Contact Center Scripting | Telephony | Workforce Management | Call Recording | Quality Management | MAC | Ticketing/Change Management

Preferred: Higher Education/University or Healthcare contact center experience, Cisco/Calabrio certifications, and consulting/professional services background.