Job summary
Location: Chicago,Illinois
Expected Start Date: Feb 23, 2026
Swoon is actively seeking a Senior UCCE Engineer to join the team!
What will your day-to-day look like?
• Lead end-to-end architecture, design, and implement…
Job description
Location: Chicago,Illinois
Expected Start Date: Feb 23, 2026
Swoon is actively seeking a Senior UCCE Engineer to join the team!
What will your day-to-day look like?
• Lead end-to-end architecture, design, and implementation of Cisco UCCE/PCCE contact center solutions, supporting both on-prem and cloud deployments.
• Design and optimize intelligent call routing, queuing, and treatment strategies to support remote agents, hybrid workforces, and geographically distributed users.
• Translate complex business and operational requirements into high-level and detailed technical designs, ensuring alignment with customer standards and enterprise architecture.
• Develop and maintain ICM routing scripts, CVP/VXML call flows, and self-service IVR applications to improve customer experience and operational efficiency.
• Provide senior technical leadership through design reviews, best practice guidance, and mentorship of junior engineers and cross-functional teams.
• Lead project execution including implementation, testing, training, go-live readiness, and production support for large-scale UCCE/PCCE initiatives.
• Serve as a senior escalation point for troubleshooting complex routing, queuing, and integration issues across multi-vendor contact center environments, driving resiliency and continuous improvement.
What's required?
• 8-10+ years of hands-on experience designing and deploying enterprise Cisco UCCE/PCCE contact center solutions.
• Strong expertise with Cisco contact center platforms, including UCCE/PCCE/UCCX (12.x) and Cisco Intelligent Contact Management (ICM).
• Proven experience building and supporting CVP call flows and IVR/self-service solutions using Unified Call Studio (VXML) and Virtual Voice Browser (VVB).
• Advanced knowledge of call routing and queuing strategies, including skills-based routing, data-driven routing, and queue optimization for remote/hybrid agents.
• Experience with key Cisco components such as Finesse, Courtesy Callbacks, and CUIC reporting/dashboards (including custom data sources).
• Familiarity with Webex Contact Center ecosystem, including WxCC, WxCCE, and Webex Connect (API, Email, Chat, SMS).
• Strong integration experience with Outbound Dialers (Acqueon, Five9), WFM/QM platforms (Calabrio, Verint), and CCAI tools (Google CCAI, Nuance Mix).
• Ability to support SQL and API-based integrations (REST/SOAP) and contact center database integrations; experience with Finesse custom gadget development is a plus.
• Experience across major enterprise contact center platforms (Cisco, Genesys, Avaya, NICE inContact, Five9) preferred.
• Excellent customer-facing communication, documentation, and presentation skills, with experience partnering with executive stakeholders and Fortune 500 clients; Bachelor's degree and/or relevant Cisco/OEM certifications preferred.
What else should you know?
• Location - Company based in California
• REMOTE role - Must reside in the United States
• 3-6 month contract role
• Hourly Rate - $65-$75 an hour
• Must be a US Citizen or Permanent Resident - Sponsorship is NOT available at this time
What's Next?
Apply Now!
Kathryn.Jackson@swoontech.com
#DCEJobs #DiceJobs
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Last updated: Jan 31, 2026 07:56
