Technical Support Engineer

Role :- Webex Contact Center Engineer Location :- Remote, USA Contract 12+ Months Job Description :- Required Skills: We are looking for a Webex Contact Center Engineer with strong experience in enterprise voice, PSTN connectivity, and contact center operations. This role will support and enhance customer-facing voice services by managing call routing, number lifecycle processes, and Webex Contact Center configurations. This is a hands-on role ideal for someone who understands both telephony fundamentals (PSTN, carriers, SIP) and modern cloud contact center platforms. Key Responsibilities: • Manage PSTN connectivity and carrier relationships, including troubleshooting and routing issues • Support number porting activities, including LOA submission, validation, and coordination with carriers • Maintain phone number inventory and assignment processes (DIDs) • Administer and support Webex Contact Center (WxCC) configuration and operations • Build and maintain call flows and IVR logic using Flow Designer • Configure and manage: o Entry Points o Queues o Routing Strategies • Troubleshoot issues related to call routing, queue behavior, and contact center performance • Partner with business stakeholders to improve customer experience and call handling efficiency Required Qualifications : • Experience with PSTN, SIP, and voice routing concepts • Hands-on experience with number porting lifecycle (LOA, validation, carrier coordination) • Experience with Webex Contact Center administration • Working knowledge of: o Call flows / IVR design o Queues and routing strategies • Strong troubleshooting skills across voice and contact center environments Preferred Qualifications: • Experience with Webex Contact Center Flow Designer • Familiarity with skill-based routing and queue optimization • Experience supporting enterprise voice platforms or cloud contact centers • Exposure to contact center migrations or platform modernization efforts Good to Have: Experience with vector databases (Pinecone, Redis, MongoDB Atlas Vector) Knowledge of LangChain, Semantic Kernel, or AI orchestration tools Understanding of MLOps practices Experience in domain-driven design (DDD) Show more Show less