Swoon · 1 day ago
Sr. UCCE Engineer
United States
Contract
Remote
Senior Level, Lead/Staff
$65/hr - $75/hr
8+ years expSwoon is actively seeking a Senior UCCE Engineer to join the team. The role involves leading the architecture, design, and implementation of Cisco UCCE/PCCE contact center solutions, optimizing call routing, and providing technical leadership.
ConsultingHuman ResourcesInformation TechnologyLegalStaffing Agency
No H1B
U.S. Citizen OnlyHiring Manager
Kathryn Jackson
Responsibilities
Lead end-to-end architecture, design, and implementation of Cisco UCCE/PCCE contact center solutions, supporting both on-prem and cloud deployments
Design and optimize intelligent call routing, queuing, and treatment strategies to support remote agents, hybrid workforces, and geographically distributed users
Translate complex business and operational requirements into high-level and detailed technical designs, ensuring alignment with customer standards and enterprise architecture
Develop and maintain ICM routing scripts, CVP/VXML call flows, and self-service IVR applications to improve customer experience and operational efficiency
Provide senior technical leadership through design reviews, best practice guidance, and mentorship of junior engineers and cross-functional teams
Lead project execution including implementation, testing, training, go-live readiness, and production support for large-scale UCCE/PCCE initiatives
Serve as a senior escalation point for troubleshooting complex routing, queuing, and integration issues across multi-vendor contact center environments, driving resiliency and continuous improvement
Qualification
Required
8–10+ years of hands-on experience designing and deploying enterprise Cisco UCCE/PCCE contact center solutions
Strong expertise with Cisco contact center platforms, including UCCE/PCCE/UCCX (12.x) and Cisco Intelligent Contact Management (ICM)
Proven experience building and supporting CVP call flows and IVR/self-service solutions using Unified Call Studio (VXML) and Virtual Voice Browser (VVB)
Advanced knowledge of call routing and queuing strategies, including skills-based routing, data-driven routing, and queue optimization for remote/hybrid agents
Experience with key Cisco components such as Finesse, Courtesy Callbacks, and CUIC reporting/dashboards (including custom data sources)
Familiarity with Webex Contact Center ecosystem, including WxCC, WxCCE, and Webex Connect (API, Email, Chat, SMS)
Strong integration experience with Outbound Dialers (Acqueon, Five9), WFM/QM platforms (Calabrio, Verint), and CCAI tools (Google CCAI, Nuance Mix)
Ability to support SQL and API-based integrations (REST/SOAP) and contact center database integrations; experience with Finesse custom gadget development is a plus
Experience across major enterprise contact center platforms (Cisco, Genesys, Avaya, NICE inContact, Five9) preferred
Excellent customer-facing communication, documentation, and presentation skills, with experience partnering with executive stakeholders and Fortune 500 clients; Bachelor's degree and/or relevant Cisco/OEM certifications preferred
Preferred
Experience across major enterprise contact center platforms (Cisco, Genesys, Avaya, NICE inContact, Five9) preferred
Bachelor's degree and/or relevant Cisco/OEM certifications preferred
Company
Swoon
In 2010, Swoon launched an agile, client-focused team that is not only savvy in our core industries but elbow-deep, every day, getting to know the strongest talent in the technology and professional fields.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Andy Baker
Co-Founder and Leadership Advisor
Alyssa Holtz
Client Partner
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