Job Description
A fortune 250 retail client in Memphis, TN is seeking an experienced Webex Contact Center Engineer to design, implement, and support enterprise contact center solutions. This role will focus on delivering modern customer and agent experiences using Webex Contact Center (WxCC), Webex Calling, Agent Assist, Conversational Agents, Gemini Enterprise CX Terraform, CRM (MSD) and API-based integrations.
The ideal candidate will have a strong background in cloud contact center technologies, telephony, AI-powered customer engagement solutions, and enterprise integrations.
Key Responsibilities
Design, configure, and support Webex Contact Center solutions, including IVR, routing strategies, omnichannel workflows, and agent desktop experiences.
Implement and maintain Webex Calling and telephony integrations.
Develop and optimize AI-driven capabilities using Agent Assist, Agent Studio, and related customer experience technologies.
Integrate Gemini Enterprise CX and conversational AI solutions to improve self-service and agent productivity.
Design and support BYOVA (Bring Your Own Virtual Agent) integrations on Webex Contact Center.
Develop, consume, and support REST APIs, web services, webhooks, and microservice-based integrations.
Integrate Webex platforms with CRM, ticketing, and other enterprise business applications.
Deploy and manage cloud infrastructure using Google Cloud Platform (GCP) and Terraform.
Troubleshoot and resolve issues across contact center, telephony, cloud, and integration environments.
Participate in solution design, testing, deployments, upgrades, and ongoing production support.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
5+ years of experience supporting enterprise contact center platforms.
5+ years of hands-on experience implementing and supporting solutions such as Webex Contact Center, Genesys, NICE CXone, Five9, Amazon Connect, or similar platforms.
3+ years of experience with Webex Calling and enterprise telephony environments.
Experience with Agent Assist, conversational AI, virtual agents, or customer experience automation technologies.
Strong experience developing and integrating REST APIs and web services.
Experience working with Google Cloud Platform (GCP).
Experience using Terraform and Infrastructure as Code (IaC) practices.
Experience integrating contact center solutions with CRM and enterprise applications.
Proficiency in JavaScript, Python, Java, or similar programming languages.
Strong troubleshooting and problem-solving skills in complex enterprise environments.
Experience implementing BYOVA integrations within Webex Contact Center.
Experience with Git, Docker, Kubernetes, and CI/CD pipelines.
Nice to Have Skills & Experience
Experience with contact center migrations and cloud transformation projects.
Knowledge of customer journey analytics and AI-powered contact center solutions.
Experience integrating contact center platforms with ServiceNow, Salesforce, Microsoft Dynamics, or similar enterprise systems.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.