Contact Center Engineer: AI-Driven CX & Cisco Expert

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

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.