Cisco Contact Center (WxCC / Cisco Webex Contact Center) Engineer

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.

What we are looking for

Role: Cisco Contact Center (WxCC / Cisco Webex Contact Center) Engineer

Experience Range: 4 to 8 Years

Location: Pan India

Key Responsibilities

• Administer Cisco WxCC production environments
• Support skills, queues, teams, DNIS, TFNs, and routing strategies
• Configure and troubleshoot business hours, holiday schedules, and overflow routing
• Manage carrier relationships and voice routing issues
• Troubleshoot inbound and outbound call failures
• Analyze call quality, call drops, transfers, abandoned calls, and routing defects
• Lead Sev1 and Sev2 incident investigations
• Support cutovers, migrations, and production releases
• Coordinate with Cisco, Presidio, telecom providers, and operations leadership
• Maintain operational runbooks and support documentation

Required Skills

• Cisco Webex Contact Center (WxCC)
• SIP and PSTN routing
• Carrier management (TFN, DNIS, ANI)
• Contact center routing concepts skill based routing
• Incident management and root cause analysis
• Contact center reporting and analytics