Role Summary: Seeking an experienced Cisco Contact Center professional to support a large-scale transformation initiative involving migration from Cisco UCCX (Unified Contact Center Express) to a modern CCaaS platform. The consultant will be responsible for assessment, design, migration planning, implementation support, integrations, testing, and deployment activities.
Required Skills
- 8+ years of Contact Center experience
- Strong expertise in Cisco UCCX / Cisco Contact Center solutions
- Experience with CCaaS transformation and cloud contact center migrations
- Hands-on experience with:
- Cisco Webex Contact Center
- Cisco UC / UCaaS platforms
- IVR design and call routing
- CTI integrations
- Agent Desktop configurations
- Experience integrating contact center solutions with:
- Salesforce (SFDC)
- ERP systems (JDE preferred)
- Outbound Campaign solutions
- Knowledge of contact center reporting, analytics, and workforce operations
- Strong stakeholder communication and client-facing skills
Preferred Skills
- Cisco Webex Contact Center implementation experience
- Experience in large enterprise contact center migration programs
- Knowledge of cloud platforms (AWS/Azure)
- Experience with omnichannel capabilities including Voice, Chat, Email, and Digital Channels
- Cisco certifications preferred
- Experience working in onshore-offshore delivery models
Responsibilities
- Participate in contact center assessment and discovery workshops
- Analyze current Cisco UCCX workplace and recommend migration approaches
- Design future-state CCaaS solution architecture
- Support IVR migration and call flow redesign
- Coordinate with business and technical stakeholders
- Manage integration activities with enterprise applications
- Support SIT, UAT, and go-live activities
- Provide post-deployment stabilization support
- Identify project risks and mitigation plans
Nice to Have
- Experience with Webex Contact Center migrations
- Contact Center AI capabilities
- WFM/WFO integration knowledge
- Conversational AI and chatbot experience