[Remote] Webex Contact Center Engineer

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.ResponsibilitiesManage PSTN connectivity and carrier relationships, including troubleshooting and routing issuesSupport number porting activities, including LOA submission, validation, and coordination with carriersMaintain phone number inventory and assignment processes (DIDs)Administer and support Webex Contact Center (WxCC) configuration and operationsBuild and maintain call flows and IVR logic using Flow DesignerConfigure and manage:Entry PointsQueuesRouting StrategiesTroubleshoot issues related to call routing, queue behavior, and contact center performancePartner with business stakeholders to improve customer experience and call handling efficiencySkillsExperience with PSTN, SIP, and voice routing conceptsHands-on experience with number porting lifecycle (LOA, validation, carrier coordination)Experience with Webex Contact Center administrationWorking knowledge of call flows / IVR designWorking knowledge of queues and routing strategiesStrong troubleshooting skills across voice and contact center environmentsExperience with Webex Contact Center Flow DesignerFamiliarity with skill-based routing and queue optimizationExperience supporting enterprise voice platforms or cloud contact centersExposure to contact center migrations or platform modernization effortsExperience with vector databases (Pinecone, Redis, MongoDB Atlas Vector)Knowledge of LangChain, Semantic Kernel, or AI orchestration toolsUnderstanding of MLOps practicesExperience in domain-driven design (DDD)Company OverviewEnvision Technology Solutions (ETS) is a leading staffing and recruitment firm specializing in providing top-tier talent and workforce solutions across industries. It was founded in 2022, and is headquartered in Charlotte, North Carolina, US, with a workforce of 51-200 employees. Its website is https://www.envisiontechsol.com.