Job Description
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 massive cloud transformation centred on the Cisco Webex Contact Centre (Webex CC) platform. You will be responsible for the high-level design, implementation, and management of the deployment, ensuring a strict zero-downtime execution strategy during cutover phases. 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 integrations, 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
