Apply on Employer Site

Akkodis · 1 week ago

Contact Center Specialist

Fairfax County, VA

Contract

Onsite

Senior Level

$80/hr - $90/hr

Akkodis is seeking a Cisco Contact Center Expert for a contract position. The role involves serving as the Tier 3 escalation point for complex issues in Cisco Contact Center environments, ensuring stability and optimal performance of enterprise contact center solutions.

Information Technology & Services

H1B Sponsor Likely

Responsibilities

Act as the highest-level technical resource for escalated contact center issues from Tier 1 and Tier 2 teams

Diagnose and resolve complex problems involving call flows, routing scripts, SIP trunking, QoS, and integrations

Perform root cause analysis and implement long-term fixes to prevent recurrence

Provide day-2 operational support following major migrations (Avaya ? Cisco WxCC/UCCX)

Validate system performance, troubleshoot advanced call routing and reporting issues

Collaborate with network and UC engineering teams to maintain system health and security

Configure and optimize Cisco Contact Center components (Queues, Skills, Agents, IVR scripts)

Maintain and update call flow diagrams, escalation paths, and technical documentation

Implement best practices for performance tuning and capacity planning

Mentor Tier 1 and Tier 2 support staff on advanced troubleshooting techniques

Qualification

Cisco Contact CenterSIPIVR scriptingRoot cause analysisCall flow design

Required

Deep expertise in Cisco Contact Center platforms (UCCX, WxCC) and CUCM

Strong understanding of SIP, QoS, routing, and trunking

Experience with IVR scripting, call flow design, and CRM integrations

Ability to analyze logs, conduct root cause analysis, and implement permanent solutions

Company

Akkodis

Glassdoor3.3

Akkodis provides digital engineering solutions for sustainable and innovative industries.

Zug, Zug, CHE

10001+ employees

https://www.akkodis.com

H1B Sponsorship

Akkodis has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (141)

2024 (121)

2023 (67)