Lead, AI-Powered Contact Center Architect

Cisco Systems, Inc; Richardson (TX); On-site; USD 140,000 - 250,000; Full time

Job summary

Cisco Systems, Inc. is seeking a seasoned engineer to lead the design, development, and deployment of advanced contact center workflows and integrations.

You will work with stakeholders to translate complex requirements into scalable, high-performance solutions across on‑premises and cloud Cisco CC platforms. The role requires strong scripting skills and deep knowledge of backend integrations (SQL, REST/SOAP, JSON/XML).

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, Information Systems, or related technical discipline.
• 8+ years of experience in Contact Center consulting or engineering roles.
• Proven hands‑on experience with both on‑premises (UCCE, PCCE) and cloud (Webex Contact Center, WxCCE) Cisco Contact Center platforms.
• Strong proficiency in backend integrations, including SQL databases (MS SQL, Oracle), REST/SOAP APIs, and JSON/XML data handling.

Responsibilities

• Lead the design, development, and deployment of advanced contact center workflows and integrations that directly enhance customer engagement and operational efficiency.
• Partner with business stakeholders and technical teams to translate complex requirements into scalable, high-performance solutions across Cisco’s on‑premises and cloud contact center platforms.
• Mentor engineering talent and contribute to intellectual capital creation, ensuring delivery excellence and continuous improvement.
• Deliver tailored, resilient contact center solutions that elevate customer satisfaction and agent productivity.

Skills

Scripting skills

On-prem & cloud Cisco CC platforms

Backend integrations (SQL APIs JSONXML

Education

Bachelor’s or Master’s degree in Computer Science/ Electrical Engineering/ Information Systems

Tools

Cisco ICM Script Editor

Unified CVP Studio

Webex Contact Center Flow Designer

Job description

Cisco Systems, Inc. is seeking a seasoned engineer to lead the design, development, and deployment of advanced contact center workflows and integrations.

You will work with stakeholders to translate complex requirements into scalable, high-performance solutions across on‑premises and cloud Cisco CC platforms. The role requires strong scripting skills and deep knowledge of backend integrations (SQL, REST/SOAP, JSON/XML).