Contact Center Specialist

Akkodis is seeking a Cisco Contact Center Expert for a contract position that is onsite in Fairfax County, VA. Cisco Contact Center Expert will serve as the Tier 3 escalation point for complex issues in Cisco Contact Center environments (UCCX, WxCC) with experience in advanced troubleshooting, post-migration support, and help desk escalation, ensuring stability and optimal performance of enterprise contact center solutions.

JOB TITLE: Cisco Contact Center Expert

EMPLOYMENT TYPE: 4-5 Months Contract

LOCATION DETAILS: Fairfax County, VA (Onsite)

Salary Range: $80 - $90/Hour (Salary may be negotiable based upon experience, education, geographic location, and other factors).

Responsibilities:

• Act as the highest-level technical resource for escalated contact center issues from Tier 1 and Tier 2 teams.
• Diagnose and resolve complex problems involving call flows, routing scripts, SIP trunking, QoS, and integrations.
• Perform root cause analysis and implement long-term fixes to prevent recurrence.
• Provide day-2 operational support following major migrations (Avaya ? Cisco WxCC/UCCX).
• Validate system performance, troubleshoot advanced call routing and reporting issues.
• Collaborate with network and UC engineering teams to maintain system health and security.
• Configure and optimize Cisco Contact Center components (Queues, Skills, Agents, IVR scripts).
• Maintain and update call flow diagrams, escalation paths, and technical documentation.
• Implement best practices for performance tuning and capacity planning.
• Mentor Tier 1 and Tier 2 support staff on advanced troubleshooting techniques.

Required Qualifications:

• Deep expertise in Cisco Contact Center platforms (UCCX, WxCC) and CUCM.
• Strong understanding of SIP, QoS, routing, and trunking.
• Experience with IVR scripting, call flow design, and CRM integrations.
• Ability to analyze logs, conduct root cause analysis, and implement permanent solutions.