Contact Center Engineer

ameriprise; Minneapolis (MN); On-site; USD 120,000 - 147,000; Full time

Job summary

Ameriprise Financial, a diversified financial services leader, seeks a Contact Center Engineer in Minneapolis to design, implement, and optimize Cisco UCCE/CVP environments and AI-driven CX solutions. You will partner with stakeholders to translate business objectives into scalable contact center designs.

The role emphasizes IVR design, self-service, and seamless integrations with CRM and enterprise apps, leveraging Google Dialogflow CX and Webex.

Qualifications

• Bachelor's degree in CS, IT, Engineering or equivalent.
• 5+ years engineering Cisco Contact Center solutions.
• Hands-on with Cisco UCCE/PCCE environments.
• Experience with CVP, IVR, voice biometrics and fraud detection.
• Proficient with REST APIs, JSON and integration tech.

Responsibilities

• Design, implement, and support Cisco Contact Center solutions (UCCE, CVP, CVP).
• Collaborate with stakeholders to translate requirements into technical designs.
• Develop IVR, self-service, routing and engagement solutions.
• Implement conversational AI with Google Dialogflow CX and Webex Contact Center.
• Build integrations between contact centers and CRM and other systems.
• Support modernization and migration from traditional IVR to AI-driven experiences.
• Configure voice biometrics, fraud detection, and caller authentication.
• Participate in testing, deployment planning and production readiness.

Skills

Cisco UCCE expertise

Voice biometrics

Data analysis

Stakeholder communication

Problem solving

Scripting

Technical collaboration

Education

Bachelor's degree in CS/IT/Engineering

Tools

REST APIs

JSON

SQL

Python

PowerShell

JavaScript

HTML

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‑some 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 effective communicate 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 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 ro