Senior Contact Center (WxCC - Cisco Webex ) and Telephony Engineer-Remote Job at Acess Global, Dallas, TX

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  • Acess Global
  • Dallas, TX

Job Description

Role : Senior Contact Center (WxCC Cisco Webex ) and Telephony Engineer

Location : Remote

Job Type : Long term Contract

Key Responsibilities

  • Administer Cisco WxCC production environments
  • Support skills, queues, teams, DNIS, TFNs, and routing strategies
  • Configure and troubleshoot business hours, holiday schedules, and overflow routing
  • Manage carrier relationships and voice routing issues
  • Troubleshoot inbound and outbound call failures
  • Analyze call quality, call drops, transfers, abandoned calls, and routing defects
  • Lead Sev1 and Sev2 incident investigations
  • Support cutovers, migrations, and production releases
  • Coordinate with Cisco, Presidio, telecom providers, and operations leadership
  • Maintain operational runbooks and support documentation"

SKILLS_REQUIRED

  • Cisco Webex Contact Center (WxCC)
  • SIP and PSTN routing
  • Carrier management (TFN, DNIS, ANI)
  • Contact center routing concepts skill based routing
  • Incident management and root cause analysis
  • Contact center reporting and analytics
  • Carriers, PSTN, SIP, routing, queue management, Sev1 support

Job Tags

Long term contract

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