Cloud Contact Center Engineer - Webex ( 6 Month Contract)
About Us: CompassX is a boutique business and technology consulting firm. We help Fortune 500 and high-growth clients deliver their most strategic initiatives, from enterprise transformations to digital and data-driven projects. With over 15 years of proven results, we’ve expanded across industries including financial services, pharmaceuticals, aerospace, consumer products, and quick service restaurants. We are honored to be recognized as a three-time winner of Consulting Magazine’s Best Boutique Firms to Work For, and previously recognized as a “Best Place to Work” in Southern California and one of INC.’s 5000 fastest-growing private companies in the U.S. About the Role: We're seeking a Cloud Contact Center Engineer (Webex) with deep expertise in enterprise voice, PSTN connectivity, and modern contact center operations to support one of our international Quick Service Restaurant client. In this role, you will be the driving force behind supporting and enhancing their customer-facing voice services. You will directly manage complex call routing, oversee the end-to-end number lifecycle, and optimize Webex Contact Center configurations. What You'll Do:
- Oversee PSTN connectivity and carrier relationships; proactively troubleshoot and resolve routing complexities.
- Support comprehensive number porting activities, including Letter of Authorization (LOA) submission, validation, and direct carrier coordination.
- Maintain and audit the enterprise phone number inventory and Direct Inward Dialing (DID) assignment processes.
- Core administration and operational support for the Webex Contact Center (WxCC) platform.
- Build, maintain, and optimize intricate call flows and Interactive Voice Response (IVR) logic utilizing Flow Designer.
- Design, deploy, and manage Webex Contact Center pillars:
- Entry Points
- Queues
- Routing Strategies
- Rapidly isolate and resolve issues tied to call routing anomalies, queue behaviors, and overall contact center performance degradation.
- Partner closely with internal business units to enhance customer experience (CX) and drive call-handling efficiencies.
What You'll Bring:
- Proven experience navigating PSTN, SIP, and advanced voice routing concepts.
- Hands-on experience managing the entire number porting lifecycle (LOA workflows, carrier validation).
- Direct, demonstrable administration experience within a Webex Contact Center environment.
- Practical working knowledge of IVR design, queue mechanics, and entry-point routing strategies.
- Strong, methodical troubleshooting skills spanning both traditional voice infrastructure and cloud contact center ecosystems.
Preferred Skills:
- Direct experience utilizing Webex Contact Center Flow Designer.
- Familiarity with deploying skill-based routing matrices and optimizing queue performance.
- Previous exposure to enterprise voice platform migrations or legacy-to-cloud modernization efforts.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.