Voice Engineering

LanceSoft Inc

Atlanta, GA

JOB DETAILS
JOB TYPE
Full-time
SKILLS
Call Center Operations, Call Centers, Call Routing, Cloud Computing, Customer Experience, Customer Relations, Design Flows, Identify Issues, Inventory Management, Logic Design, Operational Improvement, PSTN (Public Switched Telephone Network), Process Improvement, SIP (Session Initiation Protocol), Skills-Based Routing, Software Porting, Telephone Skills, Telephony, Voice Response Systems, WebEx
LOCATION
Atlanta, GA
POSTED
19 days ago
Job Description: 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. Key Responsibilities: 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 Required Qualifications: 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 Preferred Qualifications: 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 What Success Looks Like: 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

About the Company

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LanceSoft Inc

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.lancesoft.com/