Webex Contact Centre Engineer

Cisco Webex Contact Centre Engineer

Work on mission-critical, large-scale cloud deployments via FinXL

FinXL Professional Services is a leading IT consultancy that partners with organisations to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across government, finance, telecommunications, and enterprise sectors.

FinXL is seeking a Cisco Webex Contact Centre Engineer to join a high-performing team supporting a leading major enterprise telco client. This is a project-based engineering role, not an operational or support position, dedicated to a cloud transformation centred on the Cisco Webex Contact Centre (Webex CC) platform.

Key Responsibilities

• Design & Implementation: Develop and deploy enterprise-grade Cisco Webex Contact Centre cloud solutions and perform technical design updates to the existing environment.

• AI & Ecosystem Integration: Implement cutting-edge, AI-powered features (like virtual agents and conversation summaries) and connect the Webex CC platform with CRM systems and enterprise APIs.

• Configuration & Omnichannel Routing: Configure complex Intelligent Voice Response (IVR) workflows, routing logic, queues, and seamlessly manage multichannel interactions across voice, digital chat, and email.

• Risk Management & Documentation: Ensure zero impact through rigorous change management planning, and author comprehensive engineering documentation including implementation plans, rollback plans, and "as-built" documents.

• Optimisation & Technical Validation: Analyse efficiency metrics to fine-tune routing workflows and monitor system performance using tools like Wireshark to troubleshoot SIP logs and network issues.

Skills & Experience Required

• Engineer Profile: A proven track record as a project/deployment engineer with high-level integration and planning capabilities.

• Cisco Webex Expertise: A very high degree of technical proficiency in Cisco Webex Collaboration products, specifically Webex Contact Centre administration, tenant configuration, and platform management.

• Core Networking: Solid knowledge of VoIP technologies, SIP protocols, API integration's, and general networking protocols.

• Problem Solving: Strong analytical, troubleshooting, and risk-mitigation skills within high-pressure, zero-downtime environments.

Eligibility

• Visa/Residency Conditions: Applicants must be an Australian Citizen or Australian Permanent Resident.

• Location & Clearance: Open to onshore candidates across Australia. No government clearance is required