Senior AI-Powered Contact Center Architect

Cisco Systems, Inc; Durham (NC); On-site; USD 130,000 - 181,000; Full time

Job summary

Cisco Systems, Inc. is seeking a senior Engineer on the CX Collaboration & Contact Center team in the United States. You will lead design, development, and deployment of complex contact center workflows across on-premises and cloud platforms, translating requirements into scalable solutions.

You will mentor engineers, drive AI-powered omnichannel integrations, and collaborate with business stakeholders to maximize customer value and agent productivity while delivering delivery excellence.

Qualifications

• 8+ years of experience in Contact Center consulting or engineering roles.
• Expert-level scripting skills with Cisco ICM Script Editor, Unified CVP Studio, and/or Webex Contact Center Flow Designer.
• Proven hands-on experience with both on-premises (UCCE, PCCE) and cloud (Webex Contact Center, WxCCE) Cisco Contact Center platforms.

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.
• Drive innovation by architecting AI-powered omnichannel journeys and custom integrations that maximize business value.
• Mentor engineering talent and contribute to intellectual capital creation, ensuring delivery excellence and continuous improvement.

Skills

CC exp

Scripting expertise

Backend integrations

Education

Bachelor’s or Master’s in CS/EE/IS

Tools

Cisco ICM Script Editor

Unified CVP Studio

Webex Contact Center Flow Designer

Job description

Cisco Systems, Inc. is seeking a senior Engineer on the CX Collaboration & Contact Center team in the United States. You will lead design, development, and deployment of complex contact center workflows across on-premises and cloud platforms, translating requirements into scalable solutions.

You will mentor engineers, drive AI-powered omnichannel integrations, and collaborate with business stakeholders to maximize customer value and agent productivity while delivering delivery excellence.