Note: The job is a remote job and is open to candidates in USA. CompassX is a boutique business and technology consulting firm that assists Fortune 500 and high-growth clients in delivering strategic initiatives. They are seeking a Cloud Contact Center Engineer with expertise in enterprise voice and modern contact center operations to enhance customer-facing voice services for a Quick Service Restaurant client.
Responsibilities
- Oversee PSTN connectivity and carrier relationships; proactively troubleshoot and resolve routing complexities
- Support comprehensive number porting activities, including Letter of Authorization (LOA) submission, validation, and direct carrier coordination
- Maintain and audit the enterprise phone number inventory and Direct Inward Dialing (DID) assignment processes
- Core administration and operational support for the Webex Contact Center (WxCC) platform
- Build, maintain, and optimize intricate call flows and Interactive Voice Response (IVR) logic utilizing Flow Designer
- Design, deploy, and manage Webex Contact Center pillars: Entry Points, Queues, Routing Strategies
- Rapidly isolate and resolve issues tied to call routing anomalies, queue behaviors, and overall contact center performance degradation
- Partner closely with internal business units to enhance customer experience (CX) and drive call-handling efficiencies
Skills
- Proven experience navigating PSTN, SIP, and advanced voice routing concepts
- Hands-on experience managing the entire number porting lifecycle (LOA workflows, carrier validation)
- Direct, demonstrable administration experience within a Webex Contact Center environment
- Practical working knowledge of IVR design, queue mechanics, and entry-point routing strategies
- Strong, methodical troubleshooting skills spanning both traditional voice infrastructure and cloud contact center ecosystems
- Direct experience utilizing Webex Contact Center Flow Designer
- Familiarity with deploying skill-based routing matrices and optimizing queue performance
- Previous exposure to enterprise voice platform migrations or legacy-to-cloud modernization efforts
Company Overview
Business Management, IT Consulting It was founded in 2009, and is headquartered in Irvine, California, USA, with a workforce of 11-50 employees. Its website is http://www.compassx.com/.Company H1B Sponsorship
CompassX Group has a track record of offering H1B sponsorships, with 1 in 2023. Please note that this does not guarantee sponsorship for this specific role.