Contact Center Engineer
Core
Design, implement, and support enterprise contact center technologies including Cisco UCCE, conversational AI, and voice biometrics to enhance customer experience.
Role type
Senior IC Contact Center Engineer
Builds
Enterprise contact center solutions, IVR, self-service, routing, and AI-driven conversational experiences
Domain
Financial Services / Contact Center Engineering
Deliverable
production ML models | product features
Required skills
Cisco UCCE/PCCE, Cisco CVP, VXML, Google Dialogflow CX, voice biometrics, fraud detection, REST API integration, SQL, Python, PowerShell, JavaScript, HTML, call routing strategies, self-service design
Preferred skills
Cisco Finesse, CRM integration (Salesforce), cloud contact center platforms, hybrid architectures
Technologies
Cisco UCCE, Cisco CVP, Google Dialogflow CX, Webex Contact Center, Salesforce, Python, PowerShell, JavaScript, HTML, SQL
Responsibilities
Design and implement IVR, self-service, and routing solutions; Develop integrations between contact center platforms and enterprise systems; Support migration from traditional IVR to AI-driven conversational experiences; Deploy and optimize voice biometrics and fraud detection technologies; Partner with stakeholders to translate business objectives into technical solutions; Participate in testing, validation, and production readiness activities
Seniority
Senior, hands-on IC
