We are looking for a Webex Contact Center Engineer with strong experience in enterprise voice, PSTN connectivity, and contact center operations. This role will support and enhance customer-facing voice services by managing call routing, number lifecycle processes, and Webex Contact Center configurations.
This is a hands-on role ideal for someone who understands both telephony fundamentals (PSTN, carriers, SIP) and modern cloud contact center platforms.
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Key Responsibilities
• Manage PSTN connectivity and carrier relationships, including troubleshooting and routing issues
• Support number porting activities, including LOA submission, validation, and coordination with carriers
• Maintain phone number inventory and assignment processes (DIDs)
• Administer and support Webex Contact Center (WxCC) configuration and operations
• Build and maintain call flows and IVR logic using Flow Designer
• Configure and manage:
o Entry Points
o Queues
o Routing Strategies
• Troubleshoot issues related to call routing, queue behavior, and contact center performance
• Partner with business stakeholders to improve customer experience and call handling efficiency
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Required Qualifications
• Experience with PSTN, SIP, and voice routing concepts
• Hands-on experience with number porting lifecycle (LOA, validation, carrier coordination)
• Experience with Webex Contact Center administration
• Working knowledge of:
o Call flows / IVR design
o Queues and routing strategies
• Strong troubleshooting skills across voice and contact center environments
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Preferred Qualifications
• Experience with Webex Contact Center Flow Designer
• Familiarity with skill-based routing and queue optimization
• Experience supporting enterprise voice platforms or cloud contact centers
• Exposure to contact center migrations or platform modernization efforts
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What Success Looks Like
• Stable and reliable call routing and voice services
• Well-designed, easy-to-maintain call flows and IVR experiences
• Efficient number management and porting operations
• Improved customer experience through optimized routing strategies