Note: The job is a remote job and is open to candidates in USA. CompassX is a boutique business and technology consulting firm that assists Fortune 500 and high-growth clients in delivering strategic initiatives. They are seeking a Cloud Contact Center Engineer with expertise in enterprise voice and modern contact center operations to enhance customer-facing voice services for a Quick Service Restaurant client.

Responsibilities

• 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

Skills

• 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
• Direct experience utilizing Webex Contact Center Flow Designer
• Familiarity with deploying skill-based routing matrices and optimizing queue performance
• Previous exposure to enterprise voice platform migrations or legacy-to-cloud modernization efforts

Company Overview

Company H1B Sponsorship