Cloud Contact Center Engineer (Webex)

TL;DR

Cloud Contact Center Engineer (Webex): Supporting and enhancing customer-facing voice services for an international client with an accent on enterprise voice, PSTN connectivity, and modern contact center operations. Focus on managing complex call routing, optimizing Webex Contact Center configurations, and overseeing the end-to-end number lifecycle.

Location: Remote (US)

Company

hirify.global is a boutique business and technology consulting firm helping Fortune 500 and high-growth clients deliver strategic digital and data-driven initiatives.

What you will do

• Oversee PSTN connectivity and manage carrier relationships to resolve routing complexities.
• Manage the full number porting lifecycle, including LOA submission, validation, and carrier coordination.
• Administer the Webex Contact Center (WxCC) platform, optimizing call flows and IVR logic.
• Design and manage entry points, queues, and routing strategies.
• Isolate and resolve issues related to call routing anomalies and performance degradation.
• Partner with internal business units to enhance customer experience (CX) and efficiency.

Requirements

• Proven experience with PSTN, SIP, and advanced voice routing concepts.
• Hands-on experience managing the number porting lifecycle and LOA workflows.
• Direct administration experience within a Webex Contact Center environment.
• Working knowledge of IVR design, queue mechanics, and entry-point routing.
• Strong troubleshooting skills for voice infrastructure and cloud ecosystems.

Nice to have

• Experience utilizing Webex Contact Center Flow Designer.
• Familiarity with skill-based routing matrices and queue performance optimization.
• Exposure to enterprise voice platform migrations or cloud modernization efforts.