The engineer will design, build, document, and support highly resilient Cisco Contact Center and Cisco voice infrastructures across both on‑premises and cloud environments
Job Summary
The engineer will design, build, document, and support highly resilient Cisco Contact Center and Cisco voice infrastructures across both on‑premises and cloud environments.
This role provides Tier 3 escalation support, leads customer onboarding integrations, and plays a key role in the modernization of Assurant’s global voice and contact center ecosystem.
Monitor system performance and lead continuous improvements in resiliency, call quality, infrastructure standardization, and automation.
Matching Summary
The engineer will design, build, document, and support highly resilient Cisco Contact Center and Cisco voice infrastructures across both on‑premises and cloud environments.
Skills & Requirements
Must-have
Cisco UCCE/Webex CCE
Cisco CUCM
CVP, SIP routing, SBCs
Omnichannel platforms, automation
Tier 3 escalation support
Hybrid cloud voice architectures
Nice-to-have
AI-driven optimizations
Customer onboarding integrations
Proactive maintenance, patching
Cost/benefit analysis
Adaptability, situational judgment
Key Requirements
Bachelors in Computer Science or related field
8+ years of experience in IT
Prior Enterprise Voice Engineering or Contact Center Infrastructure experience
Deep expertise with Cisco Contact Center Enterprise technologies
Strong knowledge of Cisco Unified Communications platforms
Deep experience with enterprise voice routing & edge infrastructure
Experience designing cloud voice architectures
Experience with AI & automation in Voice/Contact Center
General understanding of API frameworks
Solid expertise in Cisco IP Telephony, SIP protocol analysis
Strong background in Root Cause Analysis
Experience with Oracle/Acme Packet Session Routers