Voice Engineering

Job Title:

Voice Engineering

Location: Louisville, KY

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented team.

We are looking for a Webex Contact Center Engineer with strong experience in enterprise voice, PSTN connectivity, and contact center operations. This role will support and enhance customer-facing voice services by managing call routing, number lifecycle processes, and Webex Contact Center configurations. This is a hands‑on role ideal for someone who understands both telephony fundamentals (PSTN, carriers, SIP) and modern cloud contact center platforms.

• Manage PSTN connectivity and carrier relationships, including troubleshooting and routing issues
• Support number porting activities, including LOA submission, validation, and coordination with carriers
• Maintain phone number inventory and assignment processes (DIDs)
• Administer and support Webex Contact Center (WxCC) configuration and operations
• Build and maintain call flows and IVR logic using Flow Designer
• Configure and manage:
  • Entry Points
  • Queues
  • Routing Strategies
• Troubleshoot issues related to call routing, queue behavior, and contact center performance
• Partner with business stakeholders to improve customer experience and call handling efficiency

• Experience with PSTN, SIP, and voice routing concepts
• Hands‑on experience with number porting lifecycle (LOA, validation, carrier coordination)
• Experience with Webex Contact Center administration
• Working knowledge of:
  • Call flows / IVR design
  • Queues and routing strategies
• Strong troubleshooting skills across voice and contact center environments

• Experience with Webex Contact Center Flow Designer
• Familiarity with skill‑based routing and queue optimization
• Experience supporting enterprise voice platforms or cloud contact centers
• Exposure to contact center migrations or platform modernization efforts

• Stable and reliable call routing and voice services
• Well‑designed, easy‑to‑maintain call flows and IVR experiences
• Efficient number management and porting operations
• Improved customer experience through optimized routing strategies

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.