Remote Webex Contact Center Engineer

Ampcus Inc

Chicago (IL)

Remote

USD 90,000 - 120,000

Full time

14 days+

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Job summary

A technology consulting firm based in Chicago is looking for a highly skilled Webex Contact Center Enterprise Engineer. This role involves designing, implementing, and managing Cisco's cloud-based contact center solutions, ensuring seamless integration with legacy systems. Ideal candidates will have deep expertise in Cisco technologies, strong analytical skills, and a proven record in customer solutions. Benefits include an inclusive work environment with opportunities for professional growth.

Qualifications

Deep expertise in ICM (Intelligent Call Manager), CVP (Customer Voice Portal), and Cisco Finesse.
Strong understanding of SIP, VoIP, QoS, and cloud connectivity (Azure/AWS).
Proficiency in Skill-Based Routing (SBR), Longest Available Agent (LAA), and Precision Queueing.
Ability to use Pebble expressions, invoke REST APIs, and parse JSON/XML for custom integrations.
Advanced knowledge of CUIC and Webex Contact Center Analyzer.

Responsibilities

Configure and manage the Webex Control Hub, managing users, sites, teams, and entry points.
Develop complex call and digital routing flows using the Webex Flow Builder.
Implement and support digital channels including SMS, Chat, Email, and Social Media.
Lead the transition of contact center applications from on-premises Cisco solutions to the cloud.
Integrate AI-powered Virtual Agents and AI Agent Assist features.
Build and maintain custom dashboards using Cisco Unified Intelligence Center.
Perform root-cause analysis on faulty call flows and integration issues.