Note: The job is a remote job and is open to candidates in USA. Envision Technology Solutions is seeking a Webex Contact Center Engineer to support and enhance customer-facing voice services. The role involves managing call routing, number lifecycle processes, and Webex Contact Center configurations, requiring a strong understanding of telephony fundamentals and cloud contact center platforms.

Responsibilities

• Manage PSTN connectivity and carrier relationships, including troubleshooting and routing issues
• Support number porting activities, including LOA submission, validation, and coordination with carriers
• Maintain phone number inventory and assignment processes (DIDs)
• Administer and support Webex Contact Center (WxCC) configuration and operations
• Build and maintain call flows and IVR logic using Flow Designer
• Configure and manage:
• Entry Points
• Queues
• Routing Strategies
• Troubleshoot issues related to call routing, queue behavior, and contact center performance
• Partner with business stakeholders to improve customer experience and call handling efficiency

Skills

• Experience with PSTN, SIP, and voice routing concepts
• Hands-on experience with number porting lifecycle (LOA, validation, carrier coordination)
• Experience with Webex Contact Center administration
• Working knowledge of call flows / IVR design
• Working knowledge of queues and routing strategies
• Strong troubleshooting skills across voice and contact center environments
• Experience with Webex Contact Center Flow Designer
• Familiarity with skill-based routing and queue optimization
• Experience supporting enterprise voice platforms or cloud contact centers
• Exposure to contact center migrations or platform modernization efforts
• Experience with vector databases (Pinecone, Redis, MongoDB Atlas Vector)
• Knowledge of LangChain, Semantic Kernel, or AI orchestration tools
• Understanding of MLOps practices
• Experience in domain-driven design (DDD)

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