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 schedule required. Core hours are 9:00am-5:00pm for handoffs and training, with regular after-hours work 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 role is responsible for delivering production-ready solutions designed by engineering teams while ensuring proper knowledge transfer, operational readiness, and ongoing platform stability.

The successful candidate will possess strong 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 Bank's contact center modernization strategy while maintaining the 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, AWS Connect, and contact center solutions delivered by engineering teams while ensuring adherence to enterprise architecture and operational standards.

• Build, modify, and implement:

• Cisco ICM routing scripts

• CVP MicroApps

• VXML applications

• Finesse workflows

• AWS Connect Contact Flows

• Routing Profiles

• Queues

• Agent Workspaces

• Quick Connects

• Configure and maintain AWS 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, and implementation readiness reviews.

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

Operational Support & Troubleshooting

• Provide hands-on troubleshooting during deployments, incident response, 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 when required.

• Participate in major incident and 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

3-5+ Years 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

• eGain and Customer Engagement Platforms

Soft Skills & Professional Attributes

• The successful candidate must demonstrate:

• Strong ownership mindset and follow-through on issues 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.

• Bachelor's Degree, Technical Diploma, or equivalent experience.

Why This Role Matters

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