Senior Routing Support Engineer – Contact Center
Assurant is seeking a Senior Routing Support Engineer to join our Contact Center Delivery Team. The Routing Engineer will be responsible for the design, implementation, maintenance, and troubleshooting of our Cisco routing infrastructure, with a specific focus on integrating and optimizing call routing within our Cisco Unified Contact Center Enterprise (UCCE) environment. This individual will leverage their expertise in call routing and ICM scripting to develop and manage complex call flows, ensuring productive and seamless customer interactions.
This position will be in Hyderabad/Bengaluru at our India location.
Work Timings: 3:30 PM IST ~ 12:30 AM IST.
What will be my duties and responsibilities in this job?
Participate in the design and planning of Cisco Contact Center solutions, with a specific focus on routing strategies.
Develop, test, and deploy complex ICM scripts for call routing, agent assignment, and IVR interactions within Cisco UCCE.
Act as liaison with AT&T; Account team.




Oversee the administration of Toll-Free Numbers / DIDs, which includes tasks like provisioning, RespOrgs, porting, routing, and ensuring compliance with regulations.
Configure, manage, and troubleshoot call routing and toll-free number configurations within the AT&T; RouteIt platform. This includes designing and implementing network-level call routing logic/plans, collaborating with the carrier on service provisioning, Terminations (TRNT, Non-TRNT, Eckoh), AT&T; in-cloud prompting, AT&T; Announcements, Routing Schedules / Overrides, and Issue Resolution.
Management of internal TFN Database Portal.
Collaborate with Contact Center team and business stakeholders to gather requirements and implement routing logic and integrations that meet specific business needs and priorities.
Integrate the contact center platform with other enterprise systems such as CRM, workforce management (WFM), and analytics platforms.
Manage and troubleshoot complex iss

📌 Senior Routing Support Engineer – Contact Center (Hyderabad)
🏢 Assurant
📍 Hyderabad