WebEx Contact Center Arquitecht

Job Title: WebEx Contact Center EngineerLocation: Honduras or PanamaJob Type: Full-timeDepartment: Infrastructure, Cloud & Support
About the Role: We are seeking a skilled WebEx Contact Center Engineer to join our dynamic team. This is a unique opportunity to work with cutting-edge Cisco WebEx technologies, where you will be responsible for the deployment, configuration, troubleshooting, and optimization of WebEx Contact Center solutions. In addition, you'll play a key role in developing and maintaining IVR (Interactive Voice Response) systems to enhance the overall customer experience.Key Responsibilities:WebEx Contact Center Configuration & Management: Deploy, configure, and maintain Cisco WebEx Contact Center platforms, including queues, agents, routing strategies, and reporting. Troubleshoot and resolve operational issues to ensure optimal performance.IVR Development & Troubleshooting: Design and implement IVR systems to enhance customer interactions. Troubleshoot and modify existing IVR workflows, scripts, and integrations to improve service delivery.Integration with Cisco Systems: Integrate WebEx Contact Center with other Cisco Systems such as WebEx Calling, Cisco Unified Communications, and third-party applications. Resolve call routing issues and ensure smooth system performance.WebEx Calling Integration: Support and configure WebEx Calling within the broader contact center environment, ensuring seamless call routing and agent presence.Reporting & Analytics: Generate and analyze performance reports, identify optimization opportunities, and provide insights to improve system efficiency and customer satisfaction.Collaboration: Work closely with cross-functional teams, including network engineers, developers, and system admins, to ensure the seamless operation and integration of the WebEx Contact Center.Qualifications:Experience: 5+ years of experience with WebEx Contact Center, Cisco Unified Communications, or related technologies. Proficiency in IVR systems, WebEx Calling integration, and contact center operations.Technical Skills: Strong hands-on experience with Cisco WebEx Contact Center platform, Cisco UCCX/UCCE, and VoIP protocols (SIP, RTP). Proficient in troubleshooting and designing IVR systems (Cisco CVP or similar). Familiarity with reporting tools such as Cisco Finesse.Certifications (Preferred): Cisco Certified Network Associate (CCNA) – Routing & Switching Cisco Certified Network Associate Collaboration (CCNA Collaboration) Cisco WebEx Contact Center Specialist (CXC) Cisco Certified Specialist/Professional/Expert in Collaboration Cisco DevNet Associate/Professional (for automation skills)Soft Skills: Excellent troubleshooting abilities, strong communication, and customer service skills. Able to work independently in a fast-paced environment, with a keen attention to detail.Preferred:Experience with cloud-based deployments and SaaS solutions.Familiarity with other contact center platforms (e.g., Avaya) is a plus.Why Join Us?Work with cutting-edge Cisco WebEx technologies.Be part of a highly skilled, collaborative team.Competitive compensation and opportunities for professional growth.If you’re ready to help drive innovations in contact center solutions, we’d love to hear from you!Apply today and be a part of something great!