Contact Center Engineer is responsible for the design, implementation, integration, and continual enhancement of enterprise contact center technologies. This role serves as a subject matter expert for Cisco Contact Center platforms, conversational AI solutions, voice biometrics and fraud detection, and related customer experience technologies. Key Responsibilities • Design, implement, and support Cisco Contact Center solutions including Unified Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), Google Dialogflow CX, and Webex Contact Center. • Partner directly with business stakeholders to gather requirements, analyze customer experience needs, and translate business objectives into technical contact center solutions. • Design and implement IVR, self-service, routing, and customer engagement solutions utilizing Cisco contact center technologies, Google Dialogflow CX, and voice biometrics and fraud detection technologies. • Design, implement, and support conversational AI and deterministic routing solutions utilizing Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms. • Develop and maintain integrations between contact center platforms and enterprise systems, including CRM, authentication, customer data, fraud prevention, and third-party digital engagement solutions. • Collaborate with application development teams, architects, and vendors to design and deploy customer experience enhancements and contact center modernization initiatives. • Support migration and transformation efforts from traditional IVR technologies to AI-driven conversational experiences and intelligent virtual agents. • Deploy and optimize voice biometrics, fraud detection, authentication, and caller verification technologies for calling and contact center environments. • Participate in testing, validation, deployment planning, and production readiness activities for new contact center capabilities and enhancements. • Provide technical expertise across contact center technologies, IVR design, and customer experience best practices. Required Qualifications • Bachelor's degree in computer science, Information Technology, Engineering, or equivalent experience. • 5+ years of experience supporting and engineering Cisco Contact Center solutions. • Strong hands-on experience with Cisco UCCE and/or PCCE environments. • Experience with Cisco Customer Voice Portal (CVP) and VXML-based IVR applications. • Experience with voice authentication, fraud detection, and voice biometrics platforms. • Experience with Webex Contact Center administration, implementation, or architecture. • Experience integrating contact center platforms and enterprise applications using REST APIs, JSON, authentication mechanisms, and related integration technologies. • Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and validation of contact center and customer experience solutions. • Experience utilizing scripting and web technologies, including Python, PowerShell, JavaScript, and HTML, to support contact center automation, customization, administration, and operational efficiency initiatives. • Experience gathering business requirements and translating them into technical designs and deliverable solutions. • Hands-on experience with Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms. • Strong understanding of call routing strategies, self-service design, and customer journey optimization. • Strong troubleshooting, analytical, and problem-solving skills. • Ability to communicate effectively with both technical and non-technical stakeholders. Preferred Qualifications • Experience designing and supporting enterprise contact center deployments. • Experience with Cisco Finesse and gadget creation and customization. • Experience integrating CRM platforms such as Salesforce or custom enterprise applications. • Familiarity with cloud contact center platforms and hybrid contact center architectures. Base Pay Salary The estimated base salary for this role is $120,000 - $147,000 / year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurance. Full time Exempt Technology TECH Technology