Job Title: Principal Engineer

Job Summary:

We are seeking a highly experienced Principal Engineer with deep expertise in Webex Contact Center, Webex Connect, Cisco Contact Center technologies, and enterprise collaboration platforms. The ideal candidate will have extensive hands-on experience in designing, deploying, configuring, integrating, and supporting enterprise-scale contact center environments.

This role requires strong technical leadership in implementing omnichannel customer engagement solutions, enabling seamless integrations, and ensuring high availability, reliability, and customer satisfaction across collaboration and contact center ecosystems.

Key Responsibilities:

Contact Center Design & Implementation:

- Design, deploy, configure, and support enterprise contact center environments using Webex Contact Center, Webex Connect, Webex Developer APIs, and Cisco PCCE/UCCE solutions.

- Implement scalable and reliable customer engagement and collaboration solutions aligned with business requirements.

- Ensure high system availability, performance, and operational efficiency across contact center environments.

Platform Integration & Automation:

- Integrate Webex collaboration and contact center platforms with third-party applications and enterprise systems, including:

1. CRM platforms

2. SIP trunking solutions

3. REST APIs and webhooks

4. Bots and automation platforms

5. Reporting and analytics tools

6. Customer engagement platforms

- Develop and enable custom workflows and business process automation within Webex environments.

Omnichannel Contact Center Management:

- Implement and troubleshoot omnichannel contact center solutions, including:

1. Voice

2. Chat

3. Email

4. SMS

5. Digital communication channels

- Ensure seamless communication experiences across customer touchpoints.

Contact Center Operations & Optimization:

- Design and optimize contact center call flows, routing scripts, and IVR systems.

- Configure and manage automation workflows, agent desktops, and reporting/analytics solutions.

- Drive continuous improvement in customer interaction workflows and operational efficiency.

Architecture & Technical Leadership:

- Define and maintain collaboration and contact center architecture, ensuring:

1. High availability

2. Redundancy

3. Security

4. Interoperability with third-party vendor solutions

- Provide technical leadership and architectural guidance for complex customer environments.

Troubleshooting & Support:

- Troubleshoot and resolve complex customer issues across collaboration, contact center, and integrated application environments.

- Ensure high service availability, system stability, and customer satisfaction through proactive issue resolution and technical excellence.

Required Skills & Expertise:

- Strong expertise in:

1. Webex Contact Center

2. Webex Connect

3. Webex Developer APIs

4. Cisco PCCE/UCCE solutions

- Hands-on experience in enterprise contact center design, deployment, configuration, and support.

- Strong knowledge of REST APIs, webhooks, and integration frameworks.

- Experience integrating contact center platforms with third-party enterprise applications and systems.

- Strong understanding of IVR design, call routing, omnichannel communication, and reporting solutions.

- Solid knowledge of contact center architecture, high availability, security, and system interoperability.

- Strong analytical, troubleshooting, and problem-solving capabilities.

- Excellent communication and stakeholder management skills.