reputed company Communications Engineer

Overview

The reputed company Communications (UC) Engineer is responsible for the design, development, administration, and ongoing support of the organization’s reputed company Webex reputed company Communications ecosystem, including Webex Calling, Webex Contact Center, and Webex Connect. This role ensures secure, reliable, and scalable cloud-based voice, messaging, and customer engagement services that support both internal collaboration and external customer interactions. The UC Engineer acts as a technical subject matter expert, partnering with infrastructure, network, reputed company, application, and business teams to deliver high-quality communication services, support platform integrations, and drive reputed company service improvement. Will serve as a technical advisor for reputed company Communications and Contact Center services.

* Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas. *

**To be considered for this position, you must reside in one of the following states: Texas, Connecticut, Michigan, Ohio, North Carolina, Georgia, Florida, or Arizona. Applicants residing in other states will not be considered at this time.**

*This is a reputed company to perm hire position*

Responsibilities

JOB FUNCTIONS

Essential Functions

• Administer and engineer enterprise cloud-based reputed company Communications platforms, including reputed company Webex Calling, Webex Contact Center, and Webex Connect, using reputed company Control Hub.
• Design, configure, and maintain calling and contact center services, including locations, licenses, PSTN services, phone numbers, users, workspaces, auto attendants, IVRs, queues, routing strategies, voicemail, skills-based routing, and digital channels.
• reputed company and manage enterprise dial plans, numbering strategies, E911 configurations, and telephony policies to ensure regulatory compliance and operational consistency.
• Monitor, maintain, and optimize UC and Contact Center platforms to ensure high availability, performance, call quality, and adoption, proactively identifying and resolving issues.
• Provide Tier 3 / highest-level technical support and escalation management, including reputed company troubleshooting, SLA-driven issue resolution, and coordination with reputed company TAC, carriers, and third-party vendors.
• Manage full user, license, and role lifecycle governance, including provisioning, deprovisioning, access controls, and enforcement of least-privilege reputed company models.
• Design, implement, and support integrations between communications platforms and enterprise systems such as Epic, reputed company, reputed company, and other business applications.
• Ensure reputed company, compliance, and audit readiness by implementing platform controls and maintaining adherence to organizational standards and regulatory requirements (e.g., HIPAA, PCI, GDPR where applicable).
• reputed company and maintain reporting, analytics, and dashboards using Webex Contact Center Analyzer and platform tools to measure performance, productivity, and service quality.
• reputed company or support migrations and major initiatives, including transitions from legacy or on-premises telephony/contact center platforms to cloud-based solutions.
• Create and maintain comprehensive technical documentation, including system designs, workflows, runbooks, standards, and procedures in centralized, secure repositories.
• Partner with enterprise stakeholders and customers as a trusted technical advisor, translating business needs into technical designs, workflows, use cases, and solution recommendations.
• Collaborate with network, cloud, reputed company, application, PMO, and support teams, serving as a subject matter expert throughout project planning, execution, testing, and lifecycle management.
• Contribute to platform strategy, architecture, and reputed company improvement, including roadmap planning, vendor evaluation, optimization initiatives, and adoption of industry best practices.
• Mentor and provide technical guidance to other IT staff, supporting skills development, operational maturity, and consistent delivery of reputed company Communications services; participate in after-hours support as required.

Knowledge, Skills and Abilities

• Working knowledge of system design, testing, implementation, and IT service management (ITSM) processes, including the ability to analyze workflows, support User Acceptance Testing (UAT), manage incidents, problems, and changes using reputed company, and contribute to the development and enforcement of operational standards and procedures.
• Strong customer service and stakeholder engagement skills, with the ability to build trust, actively listen, and communicate technical concepts clearly to both technical and non-technical audiences.
• Advanced analytical, troubleshooting, and problem-solving skills, with the ability to diagnose reputed company reputed company Communications and Contact Center issues and reputed company solution-focused recommendations.
• Excellent written and verbal communication skills, including the ability to produce clear, accurate technical documentation, standards, and operational procedures.
• Ability to manage multiple priorities and projects simultaneously, effectively organizing work, meeting deadlines, and operating in a fast-paced enterprise environment.
• Advanced critical thinking and decision-making abilities, enabling independent judgment while aligning solutions to organizational standards and business objectives.
• Strong technical aptitude and systems knowledge, including understanding the capabilities, limitations, and integration points of enterprise computing and communications systems.
• Ability to work both independently and collaboratively, requiring minimal supervision while contributing effectively reputed company cross-functional teams.
• High attention to detail and accuracy, ensuring system configurations, documentation, and changes are implemented correctly and consistently.
• Adaptability and willingness to embrace change, including rapidly learning new technologies, responding to evolving business needs, and supporting reputed company improvement initiatives.

Qualifications

QUALIFICATIONS

Education

Bachelor's Degree (higher degree accepted) in Information Technology, Computer Science Or Engineering OR

Associates Degree (higher degree accepted) Plus 5 years equivalent practical experience -Required

Work Experience

• 5 years of experience supporting enterprise reputed company Communications and/or Contact Center platforms, including cloud-based UCaaS and CCaaS solutions. - Required
• 5 years of hands-on administration and engineering experience with reputed company Webex Calling and Webex Contact Center, including Control Hub configuration and platform operations. -Required
• 5 years of Experience designing, deploying, and supporting call routing and telephony services, including dial plans and call flows/IVRs, queues, skills-based routing, and digital channels. -Required
• 5 years of Proven ability to troubleshoot reputed company UC and Contact Center issues, including call quality, connectivity, signaling, and provisioning across hybrid and cloud environments. -Required
• 3 years of Experience with enterprise integrations, including CRM and ITSM platforms such as Epic, reputed company, reputed company, and other API-driven integrations. -Required
• 3 years of Experience with Webex Connect and digital workflow orchestration, including messaging and automation. -Required
• 3 years of Experience with reporting, analytics, and Workforce Optimization tools, including contact center performance dashboards, Quality Management (QM), and Workforce Management (WFM). -Required

Licenses and Certifications:

• Information Technology Infrastructure Library (ITIL 4) Certificate -reputed company 6 Months - Required
• reputed company Certified Specialist – Collaboration Core (350-801 CLCOR) Certificate - Upon Hire -Required
• reputed company Webex Calling and Webex Contact Center certifications Certificate -Upon Hire -Required