Cisco Contact Center Engineer

You’ll also be the technical lead on our contact center sales opportunities, working alongside our sales team from the first discovery call through the signed SOW, and then delivering the solution you scoped. This is a remote role with travel to client sites for discovery workshops, cutovers, and training.

What you’ll do

• Design, deploy, and configure Webex Contact Center environments, including entry points, queues, teams, routing strategies, and agent desktop layouts
• Build and maintain call flows in Webex CC Flow Designer, including IVR, skills-based routing, and callback options
• Lead migrations to Webex CC from Cisco on-prem platforms (UCCX/UCCE/PCCE) and from third-party on-prem or cloud contact centers: assess existing call flows, routing, and reporting, then plan and execute the move
• Integrate Webex CC with Webex Calling, CUCM, PSTN carriers, and CRM platforms such as Salesforce or Microsoft Dynamics
• Configure reporting and analytics so client supervisors can see what matters to them
• Provide advanced (Tier 3) troubleshooting and support for managed contact center clients
• Create as-built documentation and runbooks, and train client admins and supervisors
• Own technical pre-sales for contact center opportunities: lead discovery calls, assess prospects’ current environments, and recommend the right Webex CC design and migration approach
• Deliver Webex Contact Center demos and technical presentations to prospects and clients
• Scope projects and write the technical content for proposals and statements of work, including effort estimates
• Carry deals cleanly from sale to delivery, since you’ll often be implementing what you scoped

• 3-5 years of hands-on experience with Cisco contact center solutions
• Experience deploying and administering Webex Contact Center
• Working knowledge of UCCX and/or UCCE/PCCE, enough to assess existing environments and plan migrations; exposure to third-party platforms such as Avaya, Genesys, NICE CXone, or Five9 is a plus
• Solid voice fundamentals: SIP, CUCM, CUBE, dial plans, and call routing
• Strong troubleshooting skills across cloud and on-prem voice environments
• Comfort leading customer-facing conversations, from technical discovery and demos with prospects to working sessions with technical and non-technical client stakeholders
• A valid driver’s license and the ability to travel to client sites

Nice to have

• Cisco certifications such as CCNP Collaboration (preferred, not required)
• Experience with Webex Calling and Webex Connect
• CRM integration experience, especially Salesforce or Microsoft Dynamics
• Understanding of JSON (used for Webex CC desktop layouts) and REST APIs in general
• Prior experience at an MSP or Cisco partner, especially in a pre-sales or solutions engineering capacity

• Competitive salary based on experience
• Full-time employment with benefits starting day one [list specifics: health, dental, vision, 401(k), PTO]
• Remote work with a reimbursed travel schedule [confirm mileage/expense policy]
• Hands-on work with current Cisco cloud collaboration technology
• A small team where your work is visible and your input shapes how we deliver

Pay: $75,000.00 - $100,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Retirement plan
• Vision insurance