Design, implement, and support Cisco telephony and contact center solutions in a production environment.
Develop, customize, and maintain Cisco Finesse Gadgets to enhance agent and supervisor workflows.
Configure and troubleshoot SIP trunks, call routing, IVR flows, and voice integrations.
Support and integrate Webex Calling and Webex Contact Center platforms.
Work closely with application and backend teams to integrate telephony with internal systems, APIs, and CRM/workflow tools.
Monitor call quality, system performance, and availability; troubleshoot complex voice and signaling issues.
Ensure high availability, scalability, and security of telephony infrastructure.
Participate in on-call rotation and provide production support as required.
Create and maintain technical documentation, diagrams, and operational runbooks.
Required Skills & Qualifications
5+ years of hands-on experience in Telephony / VoIP / Contact Center engineering.
Strong experience with Cisco Contact Center solutions (UCCX / UCCE / Webex Contact Center).
Cisco Finesse Gadget development or customization experience (preferred / strong plus).
Solid understanding of SIP, RTP, call flows, and voice signaling concepts.
Hands-on experience with Webex Calling and Webex Contact Center.
Experience configuring and supporting IVR, ACD, CTI, and call routing solutions.
Strong troubleshooting skills across voice, network, and application layers.
Ability to work independently in a fast-paced, client-facing environment.
Strong communication skills and ability to collaborate with US-based teams.
Nice to Have
Experience integrating telephony platforms with CRM, ticketing, or custom applications. Exposure to healthcare environments and compliance considerations.
Cisco certifications (CCNA Voice, CCNP Collaboration) are a plus.
Experience with cloud-based contact center migrations.
