Note: The job is a remote job and is open to candidates in USA. Envision Technology Solutions is seeking a Webex Contact Center Engineer to support and enhance customer-facing voice services. The role involves managing call routing, number lifecycle processes, and Webex Contact Center configurations, requiring a strong understanding of telephony fundamentals and cloud contact center platforms.
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:
- Entry Points
- Queues
- 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
Skills
- 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 call flows / IVR design
- Working knowledge of queues and routing strategies
- Strong troubleshooting skills across voice and contact center environments
- 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
- 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)
Company Overview
Envision Technology Solutions (ETS) is a leading staffing and recruitment firm specializing in providing top-tier talent and workforce solutions across industries. It was founded in 2022, and is headquartered in Charlotte, North Carolina, US, with a workforce of 51-200 employees. Its website is https://www.envisiontechsol.com.