Senior Cisco Contact Center Engineer – AI & Fraud Detection

Ameriprise Financial Services, LLC; Minneapolis (MN); On-site; USD 120,000 - 147,000; Full time

Job summary

Ameriprise Financial Services, LLC is seeking a Contact Center Engineer to design, implement, and support Cisco UCCE/PCCE and Webex-based contact center solutions. You will partner with stakeholders to translate business needs into scalable CX architectures.

The role emphasizes IVR design, AI-driven conversations, and secure voice biometrics, with opportunities to optimize customer journeys and integrate with CRM systems. Strong scripting and analytics are essential.

Qualifications

• Bachelor’s degree in computer science, information technology, engineering, or equivalent experience.
• 5+ years of experience supporting and engineering Cisco Contact Center solutions.
• Strong 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.
• Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and validation.
• Experience with scripting and web technologies (Python, PowerShell, JavaScript, HTML).
• Experience gathering business requirements and translating them into technical designs.

Responsibilities

• Design, implement, and support Cisco Contact Center solutions including UCCE, CVP, and Webex Contact Center.
• Partner with stakeholders to gather requirements and translate them into technical contact center solutions.
• Design and implement IVR, self-service, routing, and customer engagement using Cisco, Dialogflow CX, and biosensors.
• Develop and maintain integrations between contact center platforms and enterprise systems.
• Collaborate with developers, architects, and vendors on CX enhancements and modernization.
• Support migration from traditional IVR to AI-driven, conversational experiences.
• Deploy and optimize voice biometrics, fraud detection, and caller verification.",

Skills

Cisco UCCE/PCCE

CVP

Dialogflow CX

Voice biometrics

Fraud detection

AI agent

IVR design

Scripting

SQL reporting

REST APIs

Education

Bachelor’s degree in CS/IT/Engineering

Tools

UCCE

PCCE

CVP

Webex Contact Center

Python

PowerShell

JavaScript

HTML

Job description

Ameriprise Financial Services, LLC is seeking a Contact Center Engineer to design, implement, and support Cisco UCCE/PCCE and Webex-based contact center solutions. You will partner with stakeholders to translate business needs into scalable CX architectures.

The role emphasizes IVR design, AI-driven conversations, and secure voice biometrics, with opportunities to optimize customer journeys and integrate with CRM systems. Strong scripting and analytics are essential.