Apply on Employer Site

Akkodis · 3 days ago

Cisco Contact Center Migration Specialist

Fairfax, VA

Contract

Hybrid

Mid, Senior Level

$50/hr - $60/hr

Akkodis is seeking a Cisco Contact Center Migration Specialist for their client. The role involves detailed documentation and migration of contact center functionalities from Avaya to Cisco, as well as providing training and support to stakeholders during the transition.

Information Technology & Services

H1B Sponsor Likely

Hiring Manager

Rajeshi Tanwar

Responsibilities

Perform detailed discovery and documentation of existing Avaya call flows, IVR scripts, routing logic, queues, skills-based routing, and integrations for 32 separate contact center instances

Design and map equivalent call flows, queuing strategies, and customer journeys in Cisco Contact Center Enterprise/Cloud (CCE/CCX or Cisco Webex Contact Center)

Collaborate with technical teams to ensure accurate translation of Avaya functionality (e.g., Experience Portal, POM, vectors, VDNs) into Cisco equivalents (e.g., CVP, ICM scripting, ECE, precision queues)

Create clear, comprehensive flow diagrams, requirement documents, and migration playbooks

Lead or support User Acceptance Testing (UAT) cycles, including test script creation and defect triage

Deliver targeted training and knowledge transfer sessions to end-users, supervisors, and administrators on the new Cisco platform

Act as the primary point of contact for business stakeholders during the transition, ensuring minimal disruption and high adoption

Identify and escalate risks, gaps, or functionality differences between Avaya and Cisco environments

Qualification

Cisco Contact CenterAvaya Call FlowsMigration ExperienceCisco CertificationsDocumentation SkillsUser Acceptance TestingTraining DeliveryStakeholder Communication

Required

Perform detailed discovery and documentation of existing Avaya call flows, IVR scripts, routing logic, queues, skills-based routing, and integrations for 32 separate contact center instances

Design and map equivalent call flows, queuing strategies, and customer journeys in Cisco Contact Center Enterprise/Cloud (CCE/CCX or Cisco Webex Contact Center)

Create clear, comprehensive flow diagrams, requirement documents, and migration playbooks

Lead or support User Acceptance Testing (UAT) cycles, including test script creation and defect triage

Deliver targeted training and knowledge transfer sessions to end-users, supervisors, and administrators on the new Cisco platform

Act as the primary point of contact for business stakeholders during the transition, ensuring minimal disruption and high adoption

Identify and escalate risks, gaps, or functionality differences between Avaya and Cisco environments

Preferred

Relevant certifications (e.g., Avaya ACIS/ACSS, Cisco CCNP Collaboration, ITIL)

Prior public-sector or multi-agency contact center migration experience

Cisco certifications (CCNA Collaboration, CCNP Voice)

Benefits

Medical

Dental

Vision

Life insurance

Short-term disability

Additional voluntary benefits

An EAP program

Commuter benefits

401K plan

Paid Sick Leave

Any other paid leave required by Federal, State, or local law

Holiday pay where applicable

Company

Akkodis

Glassdoor3.3

Akkodis provides digital engineering solutions for sustainable and innovative industries.

Zug, Zug, CHE

10001+ employees

https://www.akkodis.com

H1B Sponsorship

Akkodis has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (141)

2024 (121)

2023 (67)