Senior Consultant – Cisco CCaaS Migration
- Canada
Contract
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Job details
- Job type
- Contract
- Experience
- 8+ years of Contact Center experience
- Posting language
- English
- Posted
Original job description
Role: Senior Consultant – Cisco CCaaS Migration
Location: Canada (Remote/Hybrid as required)
Role Summary: Seeking an experienced Cisco Contact Center professional to support a large-scale transformation initiative involving migration from Cisco UCCX (Unified Contact Center Express) to a modern CCaaS platform. The consultant will be responsible for assessment, design, migration planning, implementation support, integrations, testing, and deployment activities.
Required Skills
- 8+ years of Contact Center experience
- Strong expertise in Cisco UCCX / Cisco Contact Center solutions
- Experience with CCaaS transformation and cloud contact center migrations
- Hands-on experience with:
- Cisco Webex Contact Center
- Cisco UC / UCaaS platforms
- IVR design and call routing
- CTI integrations
- Agent Desktop configurations
- Experience integrating contact center solutions with:
- Salesforce (SFDC)
- ERP systems (JDE preferred)
- Outbound Campaign solutions
- Knowledge of contact center reporting, analytics, and workforce operations
- Strong stakeholder communication and client-facing skills
Preferred Skills
- Cisco Webex Contact Center implementation experience
- Experience in large enterprise contact center migration programs
- Knowledge of cloud platforms (AWS/Azure)
- Experience with omnichannel capabilities including Voice, Chat, Email, and Digital Channels
- Cisco certifications preferred
- Experience working in onshore-offshore delivery models
Responsibilities
- Participate in contact center assessment and discovery workshops
- Analyze current Cisco UCCX environment and recommend migration approaches
- Design future-state CCaaS solution architecture
- Support IVR migration and call flow redesign
- Coordinate with business and technical stakeholders
- Manage integration activities with enterprise applications
- Support SIT, UAT, and go-live activities
- Provide post-deployment stabilization support
- Identify project risks and mitigation plans
Nice to Have
- Experience with Webex Contact Center migrations
- Contact Center AI capabilities
- WFM/WFO integration knowledge
- Conversational AI and chatbot experience
More about this job
Responsibilities
Assess the existing Cisco UCCX environment, recommend migration approaches, and design and support the implementation of a future-state CCaaS solution. Coordinate integrations, IVR and call-flow redesign, testing, go-live, stakeholder activities, risk mitigation, and post-deployment stabilization.
Requirements
Requires 8+ years of contact center experience, strong Cisco UCCX and Cisco Contact Center expertise, and hands-on experience with CCaaS migrations, Webex Contact Center, IVR, call routing, CTI, and agent desktops. Candidates should also have experience integrating contact center solutions with Salesforce, ERP systems, and outbound campaign solutions, along with strong client-facing communication skills; Cisco certifications and cloud-platform experience are preferred.
Skills
- Cisco UCCX
- Cisco Contact Center
- CCaaS Migration
- Cisco Webex Contact Center
- Cisco UC/UCaaS
- IVR Design
- Call Routing
- CTI Integrations
- Agent Desktop Configuration
- Salesforce Integration
- ERP Integration
- Outbound Campaign Solutions
- Contact Center Reporting and Analytics
- Workforce Operations
- Omnichannel Contact Center
- Stakeholder Communication
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Consulting
- Customer Service & Support
Keywords
- Cisco UCCX
- Cisco Contact Center
- CCaaS
- Cisco Webex Contact Center
- Cisco UC
- UCaaS
- IVR
- Call Routing
- CTI Integrations
- Agent Desktop
- Salesforce
- ERP
- JDE
- Outbound Campaigns
- Contact Center Reporting
- Analytics
- Workforce Operations
- Contact Center Migration
- Cloud Contact Center
- AWS
- Azure
- Omnichannel
- Voice
- Chat
- Digital Channels
- SIT
- UAT
- Contact Center AI
- WFM/WFO