Senior Contact Center Engineer: AI-Driven CX & Cisco Expert

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

Job summary

Ameriprise Financial is seeking a Contact Center Engineer to design, implement, and support enterprise contact center technologies, including Cisco UCCE, CVP, and Webex Contact Center. The role focuses on IVR design, AI-driven experiences, and integrations with CRM systems to enhance customer journeys.

Responsibilities include collaborating with stakeholders, migrating from legacy IVR to advanced AI solutions, and deploying voice biometrics and fraud detection to secure the contact center

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of experience supporting and engineering Cisco Contact Center solutions.
• Hands-on experience with Cisco UCCE and/or PCCE environments.
• Experience with Cisco 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 SQL skills for reporting and troubleshooting.
• Experience with scripting and web technologies (Python, PowerShell, JavaScript, HTML).
• Experience gathering business requirements and translating them into technical designs.
• Hands-on experience with Google Dialogflow or Cisco AI Agent.

Responsibilities

• Design, implement, and support Cisco Contact Center solutions (UCCE, CVP, Google Dialogflow CX, Webex).
• Gather requirements from stakeholders and translate into technical designs.
• Design and implement IVR, self-service, routing, and engagement solutions.
• Develop and maintain integrations between contact center platforms and enterprise systems.
• Collaborate with developers, architects, and vendors on modernization initiatives.
• Support migration from traditional IVR to AI-driven experiences.
• Deploy and optimize voice biometrics and fraud detection.
• Participate in testing, validation, deployment planning, and production readiness.
• Provide technical expertise across contact center technologies and best practices.

Skills

Cisco UCCE

Google Dialogflow CX

Webex Contact Center

IVR design

Voice biometrics

Fraud detection

REST APIs

JSON

SQL

Python

PowerShell

JavaScript

HTML

Cisco AI Agent

Call routing

Customer journey optimization

Troubleshooting

Stakeholder communication

Education

Bachelor's degree in computer science, Information Technology, Engineering, or equivalent experience

Tools

SQL

CRM integration

Job description

Ameriprise Financial is seeking a Contact Center Engineer to design, implement, and support enterprise contact center technologies, including Cisco UCCE, CVP, and Webex Contact Center. The role focuses on IVR design, AI-driven experiences, and integrations with CRM systems to enhance customer journeys.

Responsibilities include collaborating with stakeholders, migrating from legacy IVR to advanced AI solutions, and deploying voice biometrics and fraud detection to secure the contact center