Sr. Consultant, Customer Experience - W2 Contract

Burwood Group•Chicago, IL

10d•Remote

About The Position

As a short-term Customer Experience Contractor, you will step in to provide critical architectural, engineering, and deployment support activities for our Cisco Unified contact center and Contact Center as a Service (CCaaS) client initiatives. In this 2–3 month role (up to 30 hours/week), you will focus heavily on contact center architecture, upgrades, and migration activities.

Requirements

Strong delivery background with deep technical expertise in legacy Cisco Contact Center environments, including PCCE, UCCE, and UCCX, and modern CCaaS applications such as Webex Contact Center.
Excellent debugging and troubleshooting skills to resolve complex infrastructure issues quickly.
Ability to be accountable for work and autonomously drive a project task to completion with minimal supervision.
Clarity and professionalism to interact seamlessly with project stakeholders and team members alike.
Strong background in a technical consulting or professional services role; highly consultative, articulate, and comfortable leading technical discussions and discovery sessions directly in front of enterprise customers.
Strong hands-on experience with Cisco Packaged Contact Center Enterprise (PCCE), including a proven track record of executing system upgrades.
Experience with Cisco Unified Contact Center Express (UCCX) configuration and management.
Proficient with SQL and familiar with PCCE/UCCE Database management and manipulation.
Working knowledge of Webex Contact Center – able to build basic call flows and troubleshoot issues.
Experience with CUIC as it relates to upgrades and migrations – experience migrating reports, dashboards, user permissions, and so on to new instances.

Nice To Haves

Direct experience executing installs or upgrades for Cisco PCCE Version 15.
Experience with Webex Contact Center (WxCC) deployments and advanced call flow development.
Familiarity with Cisco voice gateways and Telco configurations (POTS, PRI, SIP) as they pertain to Contact Center environments.
Familiarity with scripting languages (JSON, Java, Python, PowerShell, etc.).

Responsibilities

Planning and executing upgrade and migration activities for Cisco Contact Center environments, including Packed Contact Center Enterprise (PCCE), Unified Contact Center Express (UCCX), and Webex Contact Center (WxCC).
Designing, building, and deploying Webex Contact Center (WxCC) solutions, including call flow development.
Troubleshooting and debugging complex environment issues during upgrades or deployment phases to ensure successful project execution.
Assisting with documentation development – both internally and externally facing.