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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Webex Contact Center Enterprise Engineer - **Company:** Ampcus Inc - **Location:** Chicago, IL, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Amazon Web Services, Microsoft Azure, VoIP, Cisco Unified Communications Manager, JSON, Session Initiation Protocols, Routing, Parsing, Salesforce.Com, Cisco WebEx, Extensible Markup Language (XML), Scripting, Cisco Unified Contact Center Enterprise (UCCE), Enterprise Integration, Tools for Reporting, Virtual Agents, Restful APIs, Cisco, Servicenow - **Published:** September 5, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/15737381?backUrl=%2Fcareer%2F15737381%2FWebex-Contact-Center-Enterprise-Engineer-Illinois-Chicago ## About the Role * Core Cisco Platforms: Deep expertise in ICM (Intelligent Call Manager), CVP (Customer Voice Portal), and Cisco Finesse. * Protocols & Networking: Strong understanding of SIP, VoIP, QoS, and cloud connectivity (Azure/AWS). * Routing Logic: Proficiency in Skill-Based Routing (SBR), Longest Available Agent (LAA), and Precision Queueing. * Developer Skills: Ability to use Pebble expressions, invoke REST APIs, and parse JSON/XML for custom integrations. * Reporting Tools: Advanced knowledge of CUIC and Webex Contact Center Analyzer., * Certifications: CCNP Collaboration, CCNA, or specialized Cisco Contact Center certifications. * Experience: 3-5+ years in Cisco Unified Communications or Contact Center architecture. * Soft Skills: Strong consulting ability to translate business requirements into technical workflows. Key Skills Matrix for Your Resume/JD Category Specific Skills * Administration Webex Control Hub, User Profiles, Skill Group Assignment * Call Handling IVR Scripting, Flow Designer, Courtesy Callback, Post-Call Surveys * Desktop Cisco Finesse Gadgets, Agent Desktop Customization * Advanced Tech Webex Connect, CCAI (Contact Center AI), Virtual Agents ## Description 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., * System Administration: Configure and manage the Webex Control Hub, managing users, sites, teams, and entry points. * Flow Design: Develop complex call and digital routing flows using the Webex Flow Builder (drag-and-drop UI) to optimize customer journeys. * Omnichannel Integration: Implement and support digital channels including SMS, Chat, Email, and Social Media via Webex Connect. * Technical Migrations: Lead the transition of contact center applications from on-premises Cisco solutions (UCCE/UCM) to the Webex CCE cloud environment. * AI & Automation: Integrate AI-powered Virtual Agents (Voice/Chat) and AI Agent Assist features to improve self-service and agent productivity. * Reporting & Analytics: Build and maintain custom dashboards using Cisco Unified Intelligence Center (CUIC) and Analyzer to track KPIs like CSAT, NPS, and AHT. * Troubleshooting: Perform root-cause analysis on faulty call flows, network bottlenecks, and integration issues with third-party CRMs (Salesforce, ServiceNow). ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) ## Related Articles - [What Makes WeAreDevelopers World Congress Different From Every Other Tech Event?](https://www.wearedevelopers.com/magazine/701-what-makes-wearedevelopers-world-congress-different-from-every-other-tech-event) - [IT Webinars for Programmers to Stay Updated](https://www.wearedevelopers.com/magazine/351-it-webinars-for-programmers-to-stay-updated) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Top Must-Visit Developer Conferences in the US in 2026](https://www.wearedevelopers.com/magazine/679-top-must-visit-developer-conferences-in-the-us-in-2026) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026) - [How to Craft The Perfect Web Developer Resume](https://www.wearedevelopers.com/magazine/114-how-to-craft-the-perfect-web-developer-resume)