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contact center engineer jobs near north chicago il

Position Responsibilities:

Provide end-to-end technical ownership and accountability for enterprise UCaaS and CCaaS platforms, including Webex Calling and Webex Contact Center
Lead the architecture, design, and execution of large-scale cloud migrations, transitioning from on premise Cisco UC (CUCM, Unity, UCCX/UCCE) to cloud-based solutions
Design, implement, and maintain SIP gateways, Cisco CUBE SBCs, PSTN integrations, and E911 services (Cisco Emergency Responder, RedSky, Intrado)
Define and enforce enterprise standards, reference architectures, and best practices for cloud, hybrid calling, SBCs, and carrier connectivity
Develop and maintain architecture diagrams, migration plans, risk assessments, runbooks, and operational documentation
Provide technical leadership and mentorship to engineers, acting as an escalation point and subject-matter expert
Lead contact center architecture and integrations, including IVR, ACD, WFM, CRM integrations, analytics, and reporting
Support AV and video collaboration integrations aligned with enterprise UC platforms
Provide end-to-end technical ownership and accountability for enterprise UCaaS and CCaaS platforms, including Webex Calling and Webex Contact Center
Own global call routing, resiliency, failover, DR, and capacity planning for voice and contact center environments
Other projects or duties as assigned

Required Education and Experience:

Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field and 4 to 6 years of progressive experience in enterprise Unified Communications or High School Diploma/General Education Degree (GED) with 7 to 9 plus years of specific experience
Experience working in multi-vendor and hybrid environments (e.g., Cisco, Microsoft Teams)
Demonstrated experience leading enterprise or global cloud migration initiatives
Drive automation and standardization using scripting and configuration tools (e.g., Ansible, Terraform, Python, PowerShell)
Lead lifecycle management activities including patching, EOL/EOS refreshes, vulnerability remediation, and platform upgrades
Proven ability to lead technically, mentor engineers, and influence architectural decisions
Deep expertise with Webex Calling, Webex Contact Center, and cloud/hybrid UC architectures
Strong knowledge of SIP, RTP/SRTP, SBC configuration, PSTN design, and global voice routing
Advanced experience with Cisco UC technologies including CUCM, Unity Connection, UCCX/UCCE, Expressway, CUBE, and SIP-based carrier integrations
Strong knowledge of SIP, RTP/SRTP, SBC configuration, PSTN design, and global voice routing
Familiarity with security best practices for cloud migration

Preferred Education and Experience:

Bachelor’s Degree
Cisco certifications such as CCNP Collaboration, CCIE Collaboration, or equivalent
Familiarity with ITIL-based service management and operational maturity models