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.

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