About this role

Oversee PSTN connectivity and carrier relationships; proactively troubleshoot and resolve routing complexities.
Support comprehensive number porting activities, including Letter of Authorization (LOA) submission, validation, and direct carrier coordination.
Maintain and audit the enterprise phone number inventory and Direct Inward Dialing (DID) assignment processes.
Core administration and operational support for the Webex Contact Center (WxCC) platform.
Build, maintain, and optimize intricate call flows and Interactive Voice Response (IVR) logic utilizing Flow Designer.
Design, deploy, and manage Webex Contact Center pillars: Entry Points, Queues, Routing Strategies.
Rapidly isolate and resolve issues tied to call routing anomalies, queue behaviors, and overall contact center performance degradation.
Partner closely with internal business units to enhance customer experience (CX) and drive call-handling efficiencies.

Proven experience navigating PSTN, SIP, and advanced voice routing concepts.
Hands-on experience managing the entire number porting lifecycle (LOA workflows, carrier validation).
Direct, demonstrable administration experience within a Webex Contact Center environment.
Practical working knowledge of IVR design, queue mechanics, and entry-point routing strategies.
Strong, methodical troubleshooting skills spanning both traditional voice infrastructure and cloud contact center ecosystems.

Cloud Contact Center Engineer – Webex

Key skills