Contact Center Engineer

Ameriprise Financial Services, LLC

. Design, implement, and support Cisco Contact Center solutions including UCCE, CVP, Google Dialogflow CX, and Webex Contact Center .

Posted 10/14/2026full-timeMinneapolis • Minnesota • United StatesMid-LevelSenior💰 $107,000 - $147,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and implementing Cisco Contact Center solutions, including UCCE, CVP, and Webex Contact Center, while effectively translating business requirements into technical solutions. Proficient in integrating contact center platforms with enterprise systems and optimizing customer engagement through advanced technologies like conversational AI and voice biometrics.

Highest-signal resume keywords

Cisco UCCE SupportWebex Contact Center AdministrationVoice Authentication TechnologiesREST API IntegrationConversational AI Implementation

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Cisco UCCECisco CVPVoice BiometricsSQLPythonPowerShellJavaScriptHTMLVXMLGoogle Dialogflow

Soft Skills

Analytical SkillsProblem-Solving SkillsEffective Communication

Tools & Technologies

Cisco Contact Center SolutionsIVR DesignFraud DetectionCustomer Engagement SolutionsDigital Engagement Solutions

Industry Keywords

Customer ExperienceSelf-Service DesignCall Routing StrategiesTechnical ExpertiseBusiness Requirements Gathering

Tech Stack

Tools & technologies

JavaScriptPythonSQL

About the role

Key responsibilities & impact

Design, implement, and support Cisco Contact Center solutions including UCCE, CVP, Google Dialogflow CX, and Webex Contact Center
Partner with business stakeholders to gather requirements, analyze customer experience needs, and translate business objectives into technical solutions
Design and implement IVR, self-service, routing, and customer engagement solutions
Design, implement, and support conversational AI and deterministic routing solutions
Develop and maintain integrations between contact center platforms and enterprise systems, including CRM, authentication, customer data, fraud prevention, and third-party digital engagement solutions
Collaborate with application development teams, architects, and vendors on customer experience enhancements and contact center modernization initiatives
Support migration from traditional IVR technologies to AI-driven conversational experiences and intelligent virtual agents
Deploy and optimize voice biometrics, fraud detection, authentication, and caller verification technologies
Participate in testing, validation, deployment planning, and production readiness activities
Provide technical expertise across contact center technologies, IVR design, and customer experience best practices

Requirements

What you’ll need

Bachelor's degree in computer science, Information Technology, Engineering, or equivalent experience
5+ years of experience supporting and engineering Cisco Contact Center solutions
Strong hands-on experience with Cisco UCCE and/or PCCE environments
Experience with Cisco Customer Voice Portal (CVP) and VXML-based IVR applications
Experience with voice authentication, fraud detection, and voice biometrics platforms
Experience with Webex Contact Center administration, implementation, or architecture
Experience integrating contact center platforms and enterprise applications using REST APIs, JSON, authentication mechanisms, and related integration technologies
Strong working knowledge of SQL for reporting, data analysis, troubleshooting, and validation
Experience with Python, PowerShell, JavaScript, and HTML
Experience gathering business requirements and translating them into technical designs and deliverable solutions
Hands-on experience with Google Dialogflow, Cisco AI Agent, or comparable conversational AI platforms
Strong understanding of call routing strategies, self-service design, and customer journey optimization
Strong troubleshooting, analytical, and problem-solving skills
Ability to communicate effectively with both technical and non-technical stakeholders
Valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States

Benefits

Comp & perks

Bonus, commissions, and/or long-term incentives depending on the role
Vacation time
Sick time
401(k)
Health insurance
Dental insurance
Life insurance
Flexible work arrangement: work from home one (1) day per week
Inclusive and accessible recruitment process with reasonable accommodation support