Cisco Webex Contact Center Enterprise

Job description

8+ years of experience in contact center technologies, with at least 3 years in a managerial or L3 role. Deep expertise in Cisco UCCE, CVP, Finesse, CUCM, and WxCCE cloud architecture. WxCCE (CCEA / CCEAA) Certification Mandatory Strong understanding of IVR scripting, call routing, CRM integrations, and reporting tools. Lead the L2/L3 support teams for WxCCE, ensuring timely resolution of escalated issues and incidents. Oversee deployment, configuration, and optimization of WxCCE environments for enterprise clients. Develop and implement operational strategies to improve service delivery, uptime, and customer satisfaction. Collaborate with engineering, product, and customer success teams to drive continuous improvement. Ensure compliance with SLAs, ITIL processes, and security standards. Lead root cause analysis and post-incident reviews for major outages or service disruptions. Stay updated on Cisco WxCCE roadmap and industry best practices to guide platform evolution