Cisco Contact Center Engineer

SUMMARY

The Cisco Contact Center Engineer is responsible for leading all phases of Contact Center projects from a technical level: discovery, design, implementation, and support primarily of Cisco Contact Center Enterprise and Webex Contact Center, with good general knowledge of other Cloud Contact Center portfolio options. The Sr. Engineer will work with clients to drive feature adoption and workload transformation to achieve our clients’ business goals.

JOB RESPONSIBILITIES

• Technical lead throughout discovery, design, and implementation project phases
  
• Collaborate with Project Manager to ensure overall project success
  
• Work closely with solution architecture team to develop high level design, implement a low-level design, progress design changes and then train sustainment engineering (day 2 support) on how to implement and support the environment
  
• Responsible for producing high quality deliverables in a timely fashion
  
• Work with vendors and cross-team engineering groups to provide solutions to complex issues
  
• Deploy new customer environments and train others
  
• Build upon established trusted advisor relationship with our clients
  
• Provide insight and adhere to industry best practices
  
• Assist in pre-sales and solutions architect activities as necessary
  
• Update personal knowledge by participating in industry related educational and networking opportunities
  
• Various projects and other duties as assigned
  

QUALIFICATIONS

• Bachelor’s Degree in Computer Science or equivalent experience
  
• Minimum 5 years of comprehensive Contact Center and Collaboration background
  
• In-depth understanding of Cisco U/PCCE and Webex CC solutions
  
• Extensive experience deploying and troubleshooting U/PCCE solutions, including but not limited to: Cisco ICM, CVP, VVB, Finesse, CUIC, VXML applications, Dialer, ECE, SIP, etc.
  
• Experience migrating and supporting WxCCE
  
• Experience writing Java, JavaScript, Python, and PowerShell code
  
• Experience with Webex Contact Center, Connect, and AI Agent
  
• Experience configuring Contact Center related bots
  
• Experience integrating Contact Center platforms with 3rd party applications including QM, WFM, WFO, etc.
  
• Nice to have experience with GCCA DialogFlow development
  
• Adept at voice gateway / CUBE configuration and troubleshooting
  
• Proficient with Cisco Unified Communications and general calling platforms
  
• Proficient in server virtualization
  
• Maintain certification and certificate requirements as needed by Cisco
  
• Maintain proficiency in technology areas required to successfully deploy and support Contact Center and Collaboration solutions
  
• Excellent organizational skills
  
• Self-motivated with the capability to work independently
  
• Highly professional with the ability to protect the company’s values and integrity and maintain confidentiality
  
• Ability to work flexible hours including on call and after hours work for scheduled and unscheduled maintenance
  
• Highly motivated to succeed
  
• Personable team player
  
• Ability and experience adapting to new processes and procedures
  
• Ability to travel when needed
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule