Principal / Lead Webex Contact Center (WxCC) Architect

Experience

10+ years in Contact Center / Unified Communications technologies, with at least 5+ years of deep, hands-on architecture experience in Cisco Webex Contact Center and large-scale enterprise transformations.

Experience and exposure to the BASF voice solution will be an added advantage.

Key Responsibilities

Architecture Leadership & Governance

· Act as the Principal Architect and design authority for Webex Contact Center across transformation programmes and BAU enhancements.

· Define target-state WxCC architecture covering voice, digital channels, SBCs, WAN connectivity, integrations, security, and high availability.

· Establish architectural standards, design patterns, and best practices for Webex Contact Center deployments.

· Own and approve HLDs, LLDs, call flow architectures, integration blueprints, and migration strategies.

· Integrating with 3rd party tools (SMC ,

Webex Contact Center Flow & Routing Architecture

· Provide architectural ownership for the design, redevelopment, and optimisation of customer interaction flows using Webex Flow Editor.

· Govern and standardise scripts, entry points, entry point mappings (EP mappings), business hours, queues, and routing logic, ensuring alignment with enterprise call-flow strategy.

· Define global interaction and routing patterns that support scalability, multi-region operations, and consistent customer experience.

Migration & Transformation Leadership

· Lead large-scale migrations from Cisco UCCE (11.x/12.x) and other legacy platforms to Webex Contact Center.

· Define migration patterns for:





o UCCE scripts to Webex Flow Editor o IVR and call-flow modernisation o Agent desktop and operational workflows

· Drive phased and low-risk migration approaches, including hybrid coexistence architectures.

Telephony, SIP & SBC Architecture

· Architect secure and resilient SIP and SBC designs using Cisco CUBE, AudioCodes, or Ribbon platforms.

· Govern PSTN connectivity, SIP trunking, codec strategies, and survivability models.

· Oversee integration of Webex Contact Center with CUCM, Webex Calling (DI), PSTN, and Microsoft Teams.

Platform Integrations & Advanced Capabilities

· Design and govern integrations with CRM systems, CTI platforms, WFO/recording solutions, and analytics tools.

· Leverage Webex Control Hub as the single pane of glass for provisioning, operations, and assurance.

· Architect advanced and future-ready capabilities including:

o Virtual agents and conversational AI o Agent Assist and contextual guidance o Speech analytics and transcription

Required Technical Expertise

Contact Center Platforms

· Cisco Webex Contact Center

· Cisco UCCE / ICM (Routers, Loggers, PGs, AW/HDS)

· CVP, legacy IVR and call routing concepts

Collaboration & Voice

· Cisco CUCM, CUC, Voice Gateways

· SIP, SDP, RTP/SRTP, Codec optimization

SBC & Network

· Cisco CUBE, AudioCodes, Ribbon SBCs

· QoS, firewall traversal, NAT, cloud connectivity models

Cloud & Integration

· Webex Control Hub

· REST APIs and CTI/CRM integrations

· Hybrid and multi-region cloud architectures

Certifications (Preferred)

· CCNP Collaboration / CCIE Collaboration

· Cisco Webex Contact Center certification

· Cloud architecture certifications (advantage)

📌 Principal / Lead Webex Contact Center (WxCC) Architect (Maharashtra)
🏢 Neev
📍 Maharashtra