This job has closed.

Net2Source (N2S) · 1 day ago

Cisco WebEx Contact Center Enterprise Engineer

United States

Contract

Remote

Mid, Senior Level

3+ years exp

Net2Source (N2S) is seeking a Cisco Webex Contact Center Enterprise Engineer responsible for the design, implementation, and management of Cisco’s cloud-based contact center solutions. The role involves bridging legacy systems with modern cloud environments to ensure seamless omnichannel customer interactions.

B2BDeliveryHuman ResourcesInformation Technology

Growth Opportunities

H1B Sponsor Likely

Hiring Manager

Shubham Hayaran

Responsibilities

Configure and manage the Webex Control Hub, managing users, sites, teams, and entry points

Develop complex call and digital routing flows using the Webex Flow Builder (drag-and-drop UI) to optimize customer journeys

Implement and support digital channels including SMS, Chat, Email, and Social Media via Webex Connect

Lead the transition of contact center applications from on-premises Cisco solutions (UCCE/UCM) to the Webex CCE cloud environment

Integrate AI-powered Virtual Agents (Voice/Chat) and AI Agent Assist features to improve self-service and agent productivity

Build and maintain custom dashboards using Cisco Unified Intelligence Center (CUIC) and Analyzer to track KPIs like CSAT, NPS, and AHT

Perform root-cause analysis on faulty call flows, network bottlenecks, and integration issues with third-party CRMs (Salesforce, ServiceNow)

Qualification

Cisco Webex Contact CenterICM (Intelligent Call Manager)SIPVoIPSkill-Based RoutingREST APIsCUICAnalyzerConsulting abilityCloud connectivityJSON/XML parsing

Required

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

Preferred

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

Company

Net2Source (N2S)

Glassdoor4.1

Net2Source (N2S) is a Minority owned global workforce solutions company recognized by SIA as the largest and fastest-growing Total Talent Solutions provider with a presence in 34 countries and in-house Glo-Cal (global and local) teams to support our clients.

Founded in 2007

Somerset, New Jersey, USA

1001-5000 employees

http://net2source.com

H1B Sponsorship

Net2Source (N2S) 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 (3)

2024 (7)

2022 (8)

2021 (10)

2020 (25)

Funding

Current Stage

Late Stage

Leadership Team

Ashish Garg

Founder & CEO

Company data provided by crunchbase