Webex Contact Center Enterprise Engineer

Ampcus Inc. • Chicago, IL

7h • Remote

About The Position

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team. The WCCE Engineer is responsible for the design, implementation, and management of Cisco’s cloud-based contact center solutions. You will bridge the gap between legacy on-premises systems (like UCCE/PCCP) and modern cloud environments, ensuring seamless omnichannel customer interactions through voice, digital channels, and AI-driven automation.

Requirements

• 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.
• 3–5+ years in Cisco Unified Communications or Contact Center architecture.
• Strong consulting ability to translate business requirements into technical workflows.

Nice To Haves

• CCNP Collaboration, CCNA, or specialized Cisco Contact Center certifications.

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 (drag-and-drop UI) to optimize customer journeys.
• Implement and support digital channels including SMS, Chat, Email, and Social Media via Webex Connect.
• Lead the transition of contact center applications from on-premises Cisco solutions (UCCE/UCM) to the Webex CCE cloud environment.
• Integrate AI-powered Virtual Agents (Voice/Chat) and AI Agent Assist features to improve self-service and agent productivity.
• Build and maintain custom dashboards using Cisco Unified Intelligence Center (CUIC) and Analyzer to track KPIs like CSAT, NPS, and AHT.
• Perform root-cause analysis on faulty call flows, network bottlenecks, and integration issues with third-party CRMs (Salesforce, ServiceNow).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed