What are the responsibilities and job description for the Senior Contact Center (WxCC - Cisco Webex ) and Telephony Engineer-Remote position at Acess Global?
Role : Senior Contact Center (WxCC – Cisco Webex ) and Telephony Engineer
Location : Remote
Job Type : Long term Contract
Key Responsibilities
- Administer Cisco WxCC production environments
- Support skills, queues, teams, DNIS, TFNs, and routing strategies
- Configure and troubleshoot business hours, holiday schedules, and overflow routing
- Manage carrier relationships and voice routing issues
- Troubleshoot inbound and outbound call failures
- Analyze call quality, call drops, transfers, abandoned calls, and routing defects
- Lead Sev1 and Sev2 incident investigations
- Support cutovers, migrations, and production releases
- Coordinate with Cisco, Presidio, telecom providers, and operations leadership
- Maintain operational runbooks and support documentation"
SKILLS_REQUIRED
- Cisco Webex Contact Center (WxCC)
- SIP and PSTN routing
- Carrier management (TFN, DNIS, ANI)
- Contact center routing concepts – skill based routing
- Incident management and root cause analysis
- Contact center reporting and analytics
- Carriers, PSTN, SIP, routing, queue management, Sev1 support