Roles and Responsibilities

• Lead and support the migration of contact center applications from Cisco on-premises systems to Cisco Webex Contact Center (WXCCE).
• Troubleshoot and resolve bottlenecks in systems post-migration, ensuring efficient operation of the Cisco Webex Contact Center platform.
• Inspect, analyze, and remediate faulty call flows to ensure seamless customer service operations.
• Provide technical expertise in Cisco Webex CCE integration, identifying and addressing issues related to the migration and operational integration.
• Collaborate with cross-functional teams to resolve integration and performance issues, including GDF integration.
• Maintain and enhance the overall architecture of Cisco Webex Contact Center, ensuring scalability, performance, and reliability.
• Create detailed documentation of migration processes, troubleshooting steps, and solutions to complex issues.
• Offer support and guidance to junior engineers and ensure knowledge transfer throughout the migration lifecycle.

Required Skills and Experience

• 10+ years of overall IT experience, with at least 5+ years of hands-on experience working with Cisco platforms, particularly Cisco Contact Center solutions.
• Strong experience in migrating contact center applications from Cisco on-premises systems to Cisco Webex CCE.
• Expertise in troubleshooting and resolving issues related to Cisco Webex CCE, call flows, and integration.
• In-depth understanding of GDF (Global Data Framework) integration and the ability to remediate integration issues.
• Excellent problem-solving and analytical skills, particularly in contact center operations and system migrations.
• Strong communication skills with the ability to effectively collaborate with cross-functional teams.
• Ability to work under pressure and manage multiple tasks simultaneously while maintaining high-quality results.

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