What are the responsibilities and job description for the Webex Contact Center Enterprise Engineer position at Ampcus, Inc?
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.
Job Title: Webex Contact Center Enterprise Engineer
Location(s): Chicago, IL
(Remote)
Role Overview
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).
- 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.
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
Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.
Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.