Remote Webex Contact Center Engineer

Ampcus Inc; Chicago (IL); Remote; USD 90,000 - 120,000; Full time

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.

Skills

Core Cisco Platforms

Protocols & Networking

Routing Logic

Developer Skills

Reporting Tools

Education

CCNP Collaboration or specialized Cisco Contact Center certification

Tools

Webex Control Hub

Cisco Unified Intelligence Center

Webex Contact Center Analyzer

Job description

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.