Smart IMS provides consulting services across a broad spectrum of technology and planning needs, including but not limited to: design, engineering, architecture, program/project management, business analysis & requirements definition, quality assurance, database administration, disaster recovery & continuity planning, cybersecurity, cloud solutions and on-call support services.

Position Name: Cisco WebEx Contact Center Operations Engineer
Role: Operation Engineer
Location: Plainsboro, NJ Hybrid role (3 days onsite)
FULL TIME ROLE

Job Description
We are seeking a skilled Cisco WebEx Contact Center Engineer to join our dynamic team. As an expert in Cisco's WebEx Contact Center solutions, you will play a crucial role in deploying and managing day-today operations for our enterprise clients from our network operation center in USA. This position offers an exciting opportunity to work with cutting-edge technology in a collaborative and innovative

environment

Key Responsibilities:

• Manage Day 2 Operations (Level 2, Level 3 Operations) around Cisco WebEx Contact Center solutions
• Lead the shift during business hours for all Contact Center and UC related issues
• Provide technical guidance and support Operations staff as part of Incident management process
• Excellent understanding of SIP and ability to troubleshoot issues using packet capture and step by step diagnostic of voice packets / Wireshark traces
• Configure and maintain end to end contact center features, including routing, reporting, and integration with other systems such as SBC, PBX, CRM etc.
• Troubleshoot and resolve any technical issues related to the WebEx Contact Center platform.

Required Skills and Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field along with 5+ Years of experience preferably in Service Provider and System Integration environment.
• Proven experience as a Cisco WebEx Contact Center operation support engineer or similar role, with a strong understanding of Cisco UCCE platforms.
• Expertise in designing and implementing complex Cisco WebEx Contact Center solutions, including IVR scripting, call routing, and integration with CRM systems.
• Hands-on experience with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and other related Cisco UC technologies.
• Strong troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
• Excellent communication skills with the ability to articulate technical concepts to non-technical audiences.
• Cisco certifications (e.g.CCNP Collaboration) are preferred.
• Ability to work independently and as part of a team in a fast-paced environment.
• Expertise in independently configuring and managing complete AudioCodes applications Protocols experience required: SIP, RTP, RTCP, SDP, SRTP, H32X and MGCP

Experience with network traffic tools (e.g. Wireshark, syslog viewer, Snooper,) required

All your information will be kept confidential according to EEO guidelines.