Contact Center

**Why Zensar?**

We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships, with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar

Zensar is seeking **Voice and**Contact Center Engineer**in **Raleigh, North Carolina**(Onsite)**. This is open for Full time with excellent benefits and outstanding growth opportunities.

**Job Overview**:
We are looking for a seasoned Voice and Contact Center Engineer with deep expertise in Cisco Webex Contact Center Enterprise (WxCCE) and Visual IVR platforms. You will play a key role in designing and supporting IVR solutions across Service Desk, BPO and Service Operations. Familiarity with Cisco Voice Portal (CVP) and Google CCAI CX integration is highly desirable. Experience with Packaged Contact Center Enterprise (PCCE) is a bonus

**Key Responsibilities**
- Design, develop, and maintain **WxCCE Visual IVR workflows**tailored to business requirements.
- Integrate IVR with backend systems and explore speech recognition capabilities via **Google CCAI CX**(Dialogflow CX, STT/NLU).
- Administer user roles, routing strategies, and configurations through the **WxCCE Admin Portal**.
- Collaborate with stakeholders to gather requirements and optimize call flows.
- Troubleshoot production issues related to voice infrastructure and IVR services.

**Required Skills**:

- 5+ years of hands-on experience with **Cisco WxCCE**in an enterprise setting.
- Proven experience building and supporting **Visual IVR solutions**.
- Deep knowledge of **Cisco Voice Portal (CVP)**and **ICM scripting**.
- Strong understanding of call routing logic, queue management, and IVR design.
- Experience with the **WxCCE Admin Portal**for system configuration and user management.
- Ability to diagnose and resolve complex contact center issues in real-time.

**Nice to Have**
- Integration experience with **Google Contact Center AI (CCAI CX)**for speech recognition and conversational IVR (Google Dialogflow CX).
- Working knowledge of **PCCE (Packaged CCE)**and hybrid deployment models.Familiarity with REST APIs for CRM or third-party platform integrations.

**Education**:Bachelor’s degree or higher in information technology or related fields.

Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.