Contact Center Engineer

HireTalent - Staffing & Recruiting Firm; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

100% Remote

Collaborative environment

Job summary

HireTalent - Staffing & Recruiting Firm is looking for a Webex Contact Center Engineer to optimize customer-facing voice services and contact center operations. This role offers the opportunity to work with large-scale systems and ensure efficient customer experiences.

As a key member, you will manage Webex environments, build IVR workflows, and troubleshoot call routing issues, all while contributing to impactful innovations in a fully remote setting.

Qualifications

• Hands-on experience with Webex Contact Center administration.
• Strong understanding of PSTN, SIP, and enterprise voice routing.
• Experience managing number porting activities and carrier coordination.
• Knowledge of IVR design, call flows, queues, and routing strategies.
• Strong troubleshooting skills across voice and contact center environments.
• Experience supporting enterprise telephony or cloud contact center platforms.

Responsibilities

• Administer and support Webex Contact Center (WxCC) environments.
• Design, build, and maintain IVR workflows using Flow Designer.
• Configure and optimize Entry Points, Queues, and Routing Strategies.
• Manage PSTN connectivity, SIP routing, and carrier relationships.
• Lead and support number porting activities, including LOA submissions and carrier coordination.
• Maintain phone number inventory and assignment processes (DIDs).
• Troubleshoot call routing, queue performance, and contact center issues.
• Partner with business stakeholders to improve customer experience and call handling efficiency.
• Support ongoing modernization and optimization efforts across voice and contact center platforms.

Job description

About the Client

Our Client is a global industry leader with a presence in more than 150 countries and millions of customers served every day. They are investing heavily in digital transformation, customer experience, and next-generation contact center technologies to support their growing global footprint.

If you're passionate about enterprise voice technologies, cloud contact centers, and creating seamless customer experiences, this is an opportunity to work on large-scale systems that directly impact customer interactions across a global organization.

What You'll Do

As a Webex Contact Center Engineer, you'll play a key role in supporting and optimizing customer-facing voice services and contact center operations. You'll work at the intersection of enterprise telephony and cloud contact center technologies, helping ensure reliable, efficient, and scalable customer experiences.

Responsibilities include:

• Administer and support Webex Contact Center (WxCC) environments
• Design, build, and maintain IVR workflows using Flow Designer
• Configure and optimize Entry Points, Queues, and Routing Strategies
• Manage PSTN connectivity, SIP routing, and carrier relationships
• Lead and support number porting activities, including LOA submissions and carrier coordination
• Maintain phone number inventory and assignment processes (DIDs)
• Troubleshoot call routing, queue performance, and contact center issues
• Partner with business stakeholders to improve customer experience and call handling efficiency
• Support ongoing modernization and optimization efforts across voice and contact center platforms

What We're Looking For

Required Skills

• Hands-on experience with Webex Contact Center administration
• Strong understanding of PSTN, SIP, and enterprise voice routing
• Experience managing number porting activities and carrier coordination
• Knowledge of IVR design, call flows, queues, and routing strategies
• Strong troubleshooting skills across voice and contact center environments
• Experience supporting enterprise telephony or cloud contact center platforms

Preferred Skills

• Experience with Webex Contact Center Flow Designer
• Knowledge of skill-based routing and queue optimization
• Experience with contact center migrations or platform modernization projects
• Background supporting large-scale enterprise voice environments

Why This Opportunity Stands Out

• 100% Remote
• Work on mission-critical customer experience platforms
• Exposure to large-scale global voice and contact center operations
• Opportunity to influence routing strategies and customer journeys
• Collaborative environment focused on innovation and digital transformation

What Success Looks Like

• Reliable and efficient voice and call routing services
• Well-designed, scalable IVR and call flow experiences
• Smooth number management and porting operations
• Improved customer experience through optimized routing and queue strategies
• Strong partnership with business and technical teams to drive continuous improvement

If you have a passion for enterprise voice technologies, contact center platforms, and delivering exceptional customer experiences, we'd love to connect with you.