AL
Senior Contact Center & Telephony Engineer
Artech LLC
🌏 Worldwide
Remote
Senior
5 days ago
- Cisco
- Webex
- Incident Response
- SIP
- Disaster Recovery
- Incident Management
5 days ago
Title: Senior Contact Center & Telephony Engineer
Location: Remote (MST)
Duration: 6 months
Pay Range: $40 - $45/Hour on W2/C2C (All inclusive)
Job Description:
The Senior Contact Center & Telephony Engineer serves as the primary owner of the Cisco Webex Contact Center (WxCC) platform and associated telephony ecosystem. This role is responsible for maintaining platform stability, queue and routing administration, carrier management, production support, incident response, and ongoing platform optimization. The engineer acts as the primary escalation point for contact center outages and customer-impacting production issues.
Key Responsibilities:
• Administer Cisco Webex Contact Center (WxCC) production environments.
• Design, configure, and support Cisco Webex Contact Center solutions.
• Support inbound, outbound, blended, and omnichannel contact center operations.
• Configure and manage skills, queues, teams, DNIS, TFNs, agent profiles, and routing strategies.
• Create and maintain IVR call flows using Cisco Flow Designer.
• Implement call distribution and customer interaction workflows.
• Configure business hours, holiday schedules, and overflow routing.
• Manage agent, supervisor, and administrator access within WxCC.
• Monitor real-time and historical contact center performance metrics.
• Analyze contact center trends and recommend service improvements.
• Ensure SLA, AHT, CSAT, and other operational KPIs are achieved.
• Manage carrier relationships and troubleshoot voice routing issues.
• Troubleshoot inbound and outbound call failures.
• Analyze call quality, call drops, transfers, abandoned calls, and routing defects.
• Design, deploy, and maintain enterprise telephony platforms.
• Configure and administer Cisco Unified Communications Manager (CUCM).
• Manage SIP trunks, PSTN connectivity, voice gateways, and voice routing.
• Configure dial plans, route patterns, translation patterns, and call routing.
• Manage Cisco IP Phones, softphones, and Webex Calling devices.
• Support number provisioning, DID management, and call flow changes.
• Configure voicemail, call recording, hunt groups, and auto attendants.
• Troubleshoot voice quality issues including latency, jitter, and packet loss.
• Ensure high availability and disaster recovery for telephony systems.
• Perform telephony upgrades, migrations, and platform integrations.
• Lead Sev1 and Sev2 incident investigations, incident management, and root cause analysis.
• Support cutovers, migrations, and production releases.
• Coordinate with Cisco, Presidio, telecom providers, and operations leadership.
• Maintain operational runbooks and support documentation.
Required Skills:
•Cisco Webex Contact Center (WxCC)
• Cisco Unified Communications Manager (CUCM)
• SIP and PSTN routing
• Carrier management
• TFN, DNIS, and ANI
• Contact center routing concepts, including skill-based routing
• IVR and Cisco Flow Designer
• Queue management
• Voice gateways and SIP trunks
• Cisco IP Phones, softphones, and Webex Calling
• Contact center reporting and analytics
• Incident management
• Root cause analysis
• Sev1/Sev2 production support
• Call quality troubleshooting
• Telephony migrations and platform integrations
Experience Required:
•10+ years of experience in the required skill areas
• Strong experience designing, configuring, and supporting enterprise contact center and telephony environments.
• Experience with production support, incident response, carrier coordination, and customer-impacting voice issues.
• Experience supporting Cisco voice and contact center platforms in enterprise environments.
Desirable Skills:
• Incident Management
• IT IS – CNS – Voice Network – Cisco
• IT IS – CNS – Contact Center – Cisco
Relevant Experience Areas:
• Cisco Webex Contact Center
• Cisco Voice / Telephony
• Contact Center Operations
• Voice Network
• SIP / PSTN
• Carrier Management
• Routing & Queue Management
• Production Support
• Incident Management
• Contact Center Analytics
Company Benefits & Culture
• Opportunity to work with a dynamic team in a fast-paced environment
• Exposure to cutting-edge technologies and methodologies
• Supportive and collaborative work culture
For immediate consideration please click APPLY to begin the screening process with Alex.
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Senior Contact Center & Telephony Engineer · Artech LLC