Job Description: We are looking for a Webex Contact Center Engineer with strong experience in enterprise voice, PSTN connectivity, and contact center operations. This role will support and enhance customer-facing voice services by managing call routing, number lifecycle processes, and Webex Contact Center configurations. This is a hands-on role ideal for someone who understands both telephony fundamentals (PSTN, carriers, SIP) and modern cloud contact center platforms. ________________________________________ Key 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: o Entry Points o Queues o 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 ________________________________________ Required Qualifications • 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: o Call flows / IVR design o Queues and routing strategies • Strong troubleshooting skills across voice and contact center environments ________________________________________ Preferred Qualifications • 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 ________________________________________ What Success Looks Like • Stable and reliable call routing and voice services • Well-designed, easy-to-maintain call flows and IVR experiences • Efficient number management and porting operations • Improved customer experience through optimized routing strategies
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 50.00/hr.
