Ampcus Inc · 5 days ago
Webex Contact Center Enterprise Engineer
United States
Full-time
Remote
Mid, Senior Level
3+ years expAmpcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are seeking a highly motivated Webex Contact Center Enterprise Engineer responsible for the design, implementation, and management of Cisco’s cloud-based contact center solutions, ensuring seamless omnichannel customer interactions.
Data ManagementInformation Technology
Responsibilities
System Administration: Configure and manage the Webex Control Hub, managing users, sites, teams, and entry points
Flow Design: Develop complex call and digital routing flows using the Webex Flow Builder (drag-and-drop UI) to optimize customer journeys
Omnichannel Integration: Implement and support digital channels including SMS, Chat, Email, and Social Media via Webex Connect
Technical Migrations: Lead the transition of contact center applications from on-premises Cisco solutions (UCCE/UCM) to the Webex CCE cloud environment
AI & Automation: Integrate AI-powered Virtual Agents (Voice/Chat) and AI Agent Assist features to improve self-service and agent productivity
Reporting & Analytics: Build and maintain custom dashboards using Cisco Unified Intelligence Center (CUIC) and Analyzer to track KPIs like CSAT, NPS, and AHT
Troubleshooting: Perform root-cause analysis on faulty call flows, network bottlenecks, and integration issues with third-party CRMs (Salesforce, ServiceNow)
Qualification
Required
Deep expertise in ICM (Intelligent Call Manager), CVP (Customer Voice Portal), and Cisco Finesse
Strong understanding of SIP, VoIP, QoS, and cloud connectivity (Azure/AWS)
Proficiency in Skill-Based Routing (SBR), Longest Available Agent (LAA), and Precision Queueing
Ability to use Pebble expressions, invoke REST APIs, and parse JSON/XML for custom integrations
Advanced knowledge of CUIC and Webex Contact Center Analyzer
Preferred
CCNP Collaboration, CCNA, or specialized Cisco Contact Center certifications
3–5+ years in Cisco Unified Communications or Contact Center architecture
Strong consulting ability to translate business requirements into technical workflows
Company
Ampcus Inc
Ampcus is a global business, technology consulting and an staff augmentation firm specializing in AI/ML,digital solutions, Cybersecurity & Risk management, Testing, Forensics & Fraud services and human capital management.
1001-5000 employees
H1B Sponsorship
Ampcus Inc 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 (14)
2024 (13)
2023 (7)
2022 (16)
2021 (13)
2020 (18)
Funding
Current Stage
Late StageLeadership Team
Raj Narayan
Sr. Vice President, Strategic Sales
Recent News
2026-02-06
2025-08-18
2025-07-31
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