Cloud Contact Center Engineer – Webex

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Supervise PSTN connectivity and manage carrier relationships while proactively addressing and resolving routing challenges.

• Assist in comprehensive number porting processes, which include submitting Letters of Authorization (LOA), validating them, and coordinating directly with carriers.

• Maintain and audit the inventory of enterprise phone numbers and oversee the Direct Inward Dialing (DID) assignment procedures.

• Provide core administration and operational support for the Webex Contact Center (WxCC) platform.

• Develop, maintain, and optimize complex call flows and Interactive Voice Response (IVR) logic using Flow Designer.

• Design, implement, and manage the essential components of the Webex Contact Center, including Entry Points, Queues, and Routing Strategies.

• Swiftly identify and rectify issues related to call routing discrepancies, queue behaviors, and overall performance declines in the contact center.

• Collaborate closely with internal business units to improve customer experience (CX) and enhance call-handling efficiencies.

⛳️ Requirements

• Demonstrated experience with PSTN, SIP, and advanced voice routing principles.

• Practical experience managing the complete number porting lifecycle, including LOA workflows and carrier validation processes.

• Direct and verifiable administration experience within a Webex Contact Center setting.

• Solid working knowledge of IVR design, queue mechanics, and entry-point routing strategies.

• Strong, systematic troubleshooting abilities across both traditional voice infrastructure and cloud-based contact center environments.

🏝️ Benefits

• Opportunities for professional growth and development.

• Competitive salary and comprehensive benefits package.

• Collaborative and inclusive work environment.