Contact Center Production Implementation Engineer

Role Profile:Contact Center Production Implementation Engineer (Cisco UCCE & AWS Connect)

Job Title: Software Engineer II Contact Center Technologies

Hours: Flexible schedulerequired. Core hours are 9:00am-5:00pm for handoffs and training with regular after-hourswork to support implementations and production needs.

Business Unit:Customer & Colleague Assistance Product

Division: Contact Center Technologies

Reports to: Senior IT Manager

Position Overview

We are seeking an experienced Contact Center Production Implementation Engineer to join our Contact Center Technologies team. The primary responsibility of this role is to deploy configure implement and support solutions across both Cisco UCCE and AWS Connect contact center platforms. This roleis responsible fordelivering production-ready solutions designed by engineering teams while ensuring proper knowledge transfer operational readiness and ongoing platform stability.

The successful candidate willpossessstrong experience in Cisco UCCE CVP ICM scripting and Unified Communications technologies while also supporting and implementing AWS Connect cloud contact center capabilities. This position plays a critical role in supporting the Banks contact center modernization strategy whilemaintainingthe stability and reliability of existing mission-critical contact center platforms supporting thousands of customer-facing representatives across North America.

The ideal candidate brings hands-on experience in production implementations contact center migration initiatives IVR technologies cloud integrations and operational support. This role is highly execution-focused emphasizing solution deployment troubleshooting continuous improvement and close coordination with engineering operations vendors and business stakeholders.

Key Responsibilities

Deployment & Implementation

• Deploy new Cisco UCCE CVP AWSConnect andcontact center solutions delivered by engineering teams while ensuring adherence to enterprise architecture and operational standards.

• Buildmodify and implement:

• Cisco ICM routing scripts

• CVPMicroApps

• VXML applications

• Finesse workflows

• AWS Connect Contact Flows

• Routing Profiles

• Queues

• Agent Workspaces

• Quick Connects

• Configure andmaintainAWS Connect environments including routing logic customer journeys callback processing queue management and agent experience components.

• Support implementation of inbound outbound callback voice and digital interaction capabilities.

• Configure and support Cisco CUCM SIP trunks voice gateways (ISR/ASR) CVP Call Studios and associated Unified Communications infrastructure.

• Participate in production cutovers migration activities validation testing andimplementationreadiness reviews.

• Support coexistence and migration activities between Cisco UCCE and AWS Connect platforms.

Operational Support & Troubleshooting

• Provide hands-on troubleshooting during deployments incidentresponse and post-implementation stabilization.

• Own and drive resolution of contact center incidents across Cisco and AWS platforms.

• Troubleshoot:

• UCCE

• CVP

• Finesse

• CUIC

• CUCM

• AWS Connect

• Lambda integrations

• Lex bots

• SIP connectivity

• Voice gateways

• API integrations

• Perform detailed analysis of call flows routing logic IVR behavior customer journeys voice quality and cloud integrations.

• Escalate vendor-related issues to Cisco TAC AWS Support and third-party vendors whenrequired.

• Participate in majorincidentand war room activities.

Collaboration & Continuous Improvement

• Work closely with engineering architecture operations and delivery teams using Agile/NEW methodologies.

• Support knowledge transfer between engineering and production support teams.

• Mentor junior team members on contact center technologies implementation standards and troubleshooting techniques.

• Contribute to automation initiatives using scripting and cloud-native technologies.

• Participate in modernization programs involving migration from legacy contact center technologies to AWS Connect.

• Continuously improve routing strategies IVR functionality operational processes and customer experience outcomes.

Required Skills & Technical Expertise

Core Contact Center Knowledge

3-5Years hands-on experience with:

Cisco Technologies

• Cisco Unified Contact Center Enterprise (UCCE)

• Cisco Customer Voice Portal (CVP)

• ICM Script Editor

• CVP Call Studio

• VXML Applications

• Finesse Desktop

• CUIC Reporting

• Unified Communications Architecture

AWS Technologies

• Amazon Connect

• Contact Flows

• Routing Profiles

• Customer Profiles

• Contact Lens

• Quick Connects

• Outbound Campaigns

• Agent Workspace

• Queue Configuration

Strong understanding of contact center architecture call routing lifecycle IVR design skills-based routing queue management and customer engagement workflows.

Unified Communications & Networking

• Cisco CUCM

• SIP Trunks

• ISR/ASR Gateways

• Voice Gateways

• Unity Connection

• SBC Technologies

• TCP/IP

• SIP

• RTP

• VoIP Troubleshooting

Strong understanding of enterprise voice infrastructure across large-scale multi-site environments.

Additional Platform Experience (Nice to Have)

• Webex Contact Center

• Genesys Cloud

• NICE InContact

• Five9

• GitHub

• CI/CD Pipelines

• PowerShell

• Python

• Infrastructure Automation

• eGainand Customer Engagement Platforms

Soft Skills & Professional Attributes

• The successful candidate mustdemonstrate:

• Strong ownership mindset and follow-through onissues until resolution.

• Ability to work independently while collaborating effectively within cross-functional teams.

• Excellent communication and documentation skills for both technical and business audiences.

• Ability to assess high-level strategic direction and translate it into actionable tasks.

• Customer-first approach with a focus on delivering high-quality reliable solutions.

• Drive for continuous learning innovation and team-level improvement.

Qualifications & Experience

• 5 years of contact center implementation and support experience.

• Demonstrated Cisco UCCE production implementation experience.

• Hands-on AWS Connect implementation and operational support experience.

• Experience supporting large-scale enterprise contact center environments.

• ITIL Foundation certification or working knowledge of ITIL processes.

• AWS Certification preferred.

• Cisco Collaboration or UCCE certifications preferred.

• Bachelors Degree Technical Diploma or equivalent experience.

Why This Role Matters

This role plays a critical part in maintaining and modernizing the Banks contact center successful candidate will support both Cisco UCCE and AWS Connect platforms enabling secure resilient and scalable customer engagement capabilities while helping drive the Banks cloud contact center transformation strategy. The role directly supports business-critical customer service operations and ensures successful execution of implementationsimpactingthousands of agents and customers across North America.