Job Description

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Job Title: Cisco Contact Center Engineer

Location: 100% Remote

Duration: 6+ months contract

Job Overview: As a Cisco Contact Center Engineer, you will provide expert support, configuration, and optimization for contact center solutions built on Cisco and Calabrio platforms. Your primary focus will be on Cisco Packaged Contact Center Enterprise (PCCE) and Webex Contact Center (WxCC), with additional responsibilities supporting Webex Calling (WxC), Cisco Unified Communications Manager (CUCM), and Calabrio workforce engagement management tools. This is a fully remote role, requiring strong self-motivation, technical acumen, and the ability to engage and collaborate effectively with clients and distributed teams in virtual settings.

Key Responsibilities:

• Designing, configuring, deploying, and supporting Cisco PCCE environments, including scripting, routing, and integration points.
• Designing, configuring, deploying, and supporting Webex Contact Center (WxCC) solutions, including call flows, routing strategies, queues, and agent or supervisor desktop configurations.
• Supporting Webex Calling (WxC) as it relates to contact center call routing and telephony workflows.
• Administering and maintaining Cisco Unified Communications Manager (CUCM) for telephony and contact center integration.
• Configuring and maintaining Calabrio workforce engagement tools, including call recording, quality management, and workforce optimization capabilities.
• Executing Moves, Adds, and Changes (MACs) across contact center platforms, including agent/supervisor setup, skill and queue reassignments, and routing script updates.
• Partnering with stakeholders to translate business requirements into effective contact center technical designs.
• Troubleshooting and resolving technical issues across contact center platforms, collaborating with cross-functional teams as needed.
• Documenting system configurations, procedures, and change records.
• Supporting project timelines, testing cycles, and go-live cutovers for new deployments or optimizations.
• Staying current with Cisco and Calabrio platform updates, features, and best practices.

Essential Skills, Experience :

• Advanced hands-on experience configuring, troubleshooting, and supporting Cisco Packaged Contact Center Enterprise (PCCE) and Webex Contact Center (WxCC) platforms (primary focus).
• Working knowledge of Webex Calling (WxC), Cisco Unified Communications Manager (CUCM), and Calabrio workforce engagement management solutions (secondary focus).
• Strong understanding of contact center call flow design, IVR, and routing logic.
• Solid troubleshooting skills across telephony, networking, and application layers impacting contact center performance and reliability.
• Experience executing daily Moves, Adds, and Changes (MACs), including agent and supervisor setup and configuration, via a ticketing or change-management process.
• Ability to document technical configurations, standard operating procedures, and change records clearly and concisely.
• Excellent written and verbal communication skills for effective remote client engagement and internal collaboration.
• Ability to collaborate with non-technical and technical stakeholders to translate business requirements into robust contact center technical solutions.
• Demonstrated capacity for multitasking and managing competing priorities in a dynamic, client-facing environment.
• Self-starter mentality with strong time-management and problem-solving skills, comfortable working independently in a fully remote work environment.

Qualifications:

• Prior experience supporting contact center environments in higher education or healthcare settings strongly preferred.
• Relevant Cisco (e.g., CCNA Collaboration, CCNP Collaboration) or Calabrio certifications are desirable but not required.
• Previous consulting or professional services experience is a plus.

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