Senior Contact Center Engineer - Talkdesk Migration Specialist

Job Description

Job Description

We are seeking a highly skilled and experienced Senior Contact Center Engineer to lead the migration of our existing Cisco Unified Contact Center Express (CCX) auto attendants to the Talkdesk platform. This is a critical role that requires deep expertise in both Cisco CCX and Talkdesk, with a proven track record of successful migrations and optimizing contact center workflows. You will be instrumental in ensuring a smooth transition, minimizing disruption, and enhancing our customer interaction capabilities.

Key Responsibilities:

• Migration Lead: Architect, plan, and execute the end-to-end migration of auto attendants from Cisco CCX to Talkdesk, including IVR flows, call routing, and queue configurations.
• System Design & Optimization: Design and implement Talkdesk solutions that align with business requirements, best practices, and future scalability.
• Configuration & Development: Configure and customize Talkdesk features, including Studio flows, routing rules, integrations, and reporting.
• Troubleshooting & Support: Provide expert-level troubleshooting and support for both Cisco CCX (during the transition phase) and Talkdesk environments, resolving complex technical issues efficiently.
• Documentation: Create comprehensive documentation for system configurations, migration processes, and operational procedures.
• Collaboration: Work closely with cross-functional teams including IT, operations, and business stakeholders to gather requirements, provide technical guidance, and ensure successful project delivery.
• Training & Knowledge Transfer: Provide training and support to internal teams on the new Talkdesk platform and its functionalities.
• Performance Monitoring: Monitor and analyze Talkdesk performance, identify areas for improvement, and implement optimization strategies.
• Stay Current: Keep abreast of the latest Talkdesk features, updates, and industry best practices.

Required Qualifications:

• 5+ years of experience in contact center technologies, with a strong focus on both Cisco Unified Contact Center Express (CCX) and Talkdesk.
• Demonstrable expertise in Cisco CCX administration, configuration, and troubleshooting, specifically with auto attendant/IVR scripting, call routing, and agent desktop.
• In-depth knowledge and hands-on experience with Talkdesk, including:
• Talkdesk Studio (flow design, scripting, and routing logic)
• Call routing and queue management
• Integrations (CRM, WFM, etc.)
• Reporting and analytics
• Talkdesk Admin and Supervisor functionalities
• Proven experience successfully migrating contact center functionalities between different platforms.
• Strong understanding of voice and data networking principles, including SIP, RTP, and VoIP protocols.
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication (written and verbal) and interpersonal skills, with the ability to effectively collaborate with technical and non-technical stakeholders.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Talkdesk certification(s) (e.g., Talkdesk Certified Professional, Talkdesk Certified Administrator).
• Cisco CCX certification(s) (e.g., CCNA Collaboration, CCNP Collaboration).
• Experience with other contact center platforms or CRM integrations (e.g., Salesforce, Zendesk).
• Familiarity with Agile methodologies.
• Bachelor's degree in Computer Science, Information Technology, or a related field.