Senior Contact Center Solution Developer

Role & responsibilities

• Design, develop, and implement contact center solutions using Webex Contact Center (WxCC), including call routing (with scripting), agent desktop configurations, and integrations with CRM systems, databases, and or various communication platforms.
• Develop and maintain interactive voice response (IVR) systems using Cisco UCCE and CVP, leveraging VXML, Java/C#, and scripting languages to create dynamic voice dialogues and interactions.
• Build and deploy conversational AI solutions with Dialogflow CX, including designing agents, intents, entities, and webhooks.
• Create and maintain custom reports and dashboards using Cisco Analyzer for Webex Contact Center, CUIC, and Google Analytics to analyze contact center performance.
• Integrate WxCC with CRM systems like Salesforce, Microsoft Dynamics 365, databases (e.g., SQL Server, Oracle), and communication platforms (e.g., email, SMS) using RESTful APIs and cloud integration platforms (GCP). This includes working with APIs for services such as: EPIC, Salesforce, Microsoft Dynamics, Twilio etc.
• Work closely with stakeholders to gather requirements, analyze needs, and translate them into technical solutions.
• Troubleshoot and resolve technical issues related to contact center systems and applications.

Preferred candidate profile

• Strong experience with Webex Contact Center (WxCC), including architecture, APIs, and features.
• Proficiency in designing and developing IVR applications using Cisco UCCE, CVP, and VXML.
• SQL Server Administration and Development
• Expertise in Dialog flow CX for building conversational AI solutions.
• Strong knowledge of reporting tools like Cisco Analyzer for WxCC, CUIC, and Google Analytics.
• Proficiency in at least one programming language (Python, Java, C#, Node.js).
• Experience with cloud platforms (AWS, Azure, GCP) and cloud integration technologies.
• Understanding of API development principles and API security. Experience with data integration techniques and tools.

Preferred Skills:

• Experience with data warehouse design and ETL processes.
• Familiarity with voice and speech technologies (ASR, TTS).
• Knowledge of contact center best practices and customer experience principles.
• Experience in a hybrid (on-premises and cloud) contact center environment.
• Experience migrating from on-premises contact centers to the cloud.

Essential Soft Skills:

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Self-motivated and proactive approach to work.

Perks and benefits