Cloud Contact Center Expert

4 hours ago

Karachi, Sindh, Pakistan beBeeUnifiedCommunications Full time 800,000 - 1,200,000
Job Summary:

We are seeking a highly skilled Unified Communications Expert to join our team. The ideal candidate will have extensive experience in designing, implementing, and supporting VoIP infrastructure and cloud-based contact center solutions.

About the Role:
  • Key Responsibilities:
  • Design and implement Webex Contact Center platform and integrations with other enterprise systems (CRM, call recording, etc.)
  • Manage call flows, IVRs, routing strategies, and agent profiles within the Webex Contact Center environment
  • Monitor and troubleshoot VoIP quality and call routing issues using tools like Control Hub, Webex Analyzer, or third-party monitoring platforms
  • Lead VoIP and Contact Center-related project implementations, migrations, or upgrades
  • Coordinate with Cisco TAC and vendors for support and escalations
  • Ensure high availability and security compliance across voice and contact center systems
  • Generate performance reports and implement improvements to meet SLAs and KPIs
  • Train and support end users, supervisors, and admins on Webex Contact Center features
Requirements:
  • Bachelor's degree in IT, Telecommunications, or a related field (or equivalent experience)
  • 3+ years of experience in VoIP engineering or Unified Communications, with a focus on cloud-based contact centers
  • Hands-on experience with Cisco Webex Contact Center (or Webex CC Enterprise), including Control Hub administration
  • Solid understanding of SIP, RTP, QoS, and VoIP protocols
  • Experience integrating Webex Contact Center with tools like Salesforce, Zendesk, or MS Dynamics
  • Familiarity with PSTN connectivity (CUBE, SIP trunks, SBCs)
  • Cisco certifications (CCNP Collaboration, Webex Contact Center Specialist)
  • Experience with Cisco Unified Communications Manager (CUCM), CUBE, and SBCs (Audiocodes/Sonus/Ribbon)
  • Scripting experience (Python or JavaScript) for automation of tasks and reporting
  • Knowledge of compliance requirements for call recording and data retention (GDPR, HIPAA)
  • Exposure to Workforce Management (WFM) or Quality Management (QM) tools integrated with Webex CC
About Us:

We are an information technology firm specializing in cloud and network automation, digital transformation, and data protection. We strive to empower our clients through transformation and innovation.

We value diversity and inclusivity in our team.

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