Contact Center Engineer

00001 Ameriprise Financial Inc; Minneapolis (MN); On-site; USD 120,000 - 147,000; Full time

Job summary

Ameriprise Financial seeks a skilled Contact Center Engineer to design, implement, and optimize Cisco UCCE/PCCE platforms and AI-driven conversational solutions across IVR and multi-channel engagements.

You will collaborate with stakeholders to translate business needs into scalable contact center architectures, while integrating CRM and security workflows with REST APIs and scripting.

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years of experience supporting and engineering Cisco Contact Center solutions.
• Hands-on experience with Cisco UCCE and/or PCCE environments.
• Experience with Cisco Customer Voice Portal (CVP) and VXML-based IVR applications.
• Experience with voice authentication, fraud detection, and voice biometrics platforms.
• Experience with Webex Contact Center administration, implementation, or architecture.
• Experience integrating contact center platforms and enterprise applications using REST APIs, JSON, authentication mechanisms, and related integration technologies.
• Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and validation of contact center and customer experience solutions.
• Experience utilizing scripting and web technologies, including Python, PowerShell, JavaScript, and HTML, to support contact center automation, customization, administration, and operational efficiency initiatives.
• Experience gathering business requirements and translating them into technical designs and deliverable solutions.
• Hands-on experience with Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms.
• Strong understanding of call routing strategies, self-service design, and customer journey optimization.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.

Responsibilities

• Design, implement, and support Cisco Contact Center solutions including UCCE, CVP, Google Dialogflow CX, and Webex Center.
• Partner with stakeholders to translate business objectives into technical contact center solutions.
• Design IVR, self-service, routing, and customer engagement solutions using Cisco tech, Dialogflow CX, voice biometrics and fraud detection.
• Develop and maintain integrations between contact center platforms and enterprise systems via REST APIs, JSON, and authentication methods.
• Collaborate with developers, architects, and vendors to deploy customer experience enhancements and contact center modernization.
• Support migration from traditional IVR to AI-driven conversational experiences and intelligent virtual agents.
• Deploy and optimize voice biometrics, fraud detection, authentication, and caller verification technologies.
• Participate in testing, deployment planning, and production readiness activities for new capabilities.

Skills

Cisco UCCE

PCCE

CVP

Dialogflow CX

Webex Contact Center

Voice biometrics

REST APIs

SQL

Python

PowerShell

Education

Bachelor's degree in computer science or related field

Tools

Cisco UCCE

CVP

Webex Contact Center

Dialogflow

Job description

About Our Company

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Job Description

Contact Center Engineer is responsible for the design, implementation, integration, and continual enhancement of enterprise contact center technologies. This role serves as a subject matter expert for Cisco Contact Center platforms, conversational AI solutions, voice biometrics and fraud detection, and related customer experience technologies.

Key Responsibilities

• Design, implement, and support Cisco Contact Center solutions including Unified Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), Google Dialogflow CX, and Webex Contact Center.
• Partner directly with business stakeholders to gather requirements, analyze customer experience needs, and translate business objectives into technical contact center solutions.
• Design and implement IVR, self-service, routing, and customer engagement solutions utilizing Cisco contact center technologies, Google Dialogflow CX, and voice biometrics and fraud detection technologies.
• Design, implement, and support conversational AI and deterministic routing solutions utilizing Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms.
• Develop and maintain integrations between contact center platforms and enterprise systems, including CRM, authentication, customer data, fraud prevention, and third‑party digital engagement solutions.
• Collaborate with application development teams, architects, and vendors to design and deploy customer experience enhancements and contact center modernization initiatives.
• Support migration and transformation efforts from traditional IVR technologies to AI-driven conversational experiences and intelligent virtual agents.
• Deploy and optimize voice biometrics, fraud detection, authentication, and caller verification technologies for calling and contact center environments.
• Participate in testing, validation, deployment planning, and production readiness activities for new contact center capabilities and enhancements.
• Provide technical expertise across contact center technologies, IVR design, and customer experience best practices.

Required Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, or equivalent experience.
• 5+ years of experience supporting and engineering Cisco Contact Center solutions.
• Strong hands‑on experience with Cisco UCCE and/or PCCE environments.
• Experience with Cisco Customer Voice Portal (CVP) and VXML‑based IVR applications.
• Experience with voice authentication, fraud detection, and voice biometrics platforms.
• Experience with Webex Contact Center administration, implementation, or architecture.
• Experience integrating contact center platforms and enterprise applications using REST APIs, JSON, authentication mechanisms, and related integration technologies.
• Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and validation of contact center and customer experience solutions.
• Experience utilizing scripting and web technologies, including Python, PowerShell, JavaScript, and HTML, to support contact center automation, customization, administration, and operational efficiency initiatives.
• Experience gathering business requirements and translating them into technical designs and deliverable solutions.
• Hands‑on experience with Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms.
• Strong understanding of call routing strategies, self‑service design, and customer journey optimization.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Ability to communicate effectively with both technical and non‑technical stakeholders.

Preferred Qualifications

• Experience designing and supporting enterprise contact center deployments.
• Experience with Cisco Finesse and gadget creation and customization.
• Experience integrating CRM platforms such as Salesforce or custom enterprise applications.
• Familiarity with cloud contact center platforms and hybrid contact center architectures.

Base Pay & Benefits

Base Pay Salary The estimated base salary for this role is $120,000 - $147,000 / year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long‑term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well‑being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurance.

Job Type

Full-Time/Part-Time Full time Exempt/Non-Exempt Exempt.

Equal Opportunity Employer

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.

Company Culture

Since 1894, Ameriprise Financial has helped people feel more confident about their financial future. Guided by strong values and a deep commitment to clients, we've remained a trusted leader in financial planning and advice for more than 130 years. Through our businesses, Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance & Annuities, we deliver advice, investment and protection solutions designed for long‑term success. While each business brings distinct capabilities and expertise, all are united by our unwavering focus on clients and a strong financial foundation. For you, that means the opportunity to build a meaningful career in a high‑performing, collaborative culture where your expertise can grow, your contributions are valued and your work can make a real impact. As a global financial services company with three complementary businesses, the breadth of our capabilities sets us apart. It also creates unique opportunities for employees to learn, collaborate and grow their careers:

• Ameriprise US & Careers
• Ameriprise India & Careers
• Columbia Threadneedle Investments US & Careers
• Columbia Threadneedle Investments EMEA APAC & Careers
• RiverSource & Careers