Job Description
Job Title:  Contact Center Production Implementation Engineer
City:  Ontario
State/Province:  Ontario
Posting Start Date:  9/11/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Level of Independent Decision making-Takes all the descisions related to the specific domain.

Supervision-   Yes, review of deliverables,   Yes, conduct performance evaluations and manage appraisals for their teams.

Role Purpose-The purpose of this role is to lead domain-led transformation initiatives by overseeing delivery governance, reviewing forecasting models, and supervising teams, while ensuring business outcomes through revenue growth and opportunity identification.

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Areas of Responsibilities     

Business process analysis-Review deliverables defined as part of domain-led transformation initiatives to ensure successful execution.

Market research & benchmarking-"Review of forecasting models, cost benefit analysis and define alternate process methodologies applied as part of benchmarking and analysis.

Plan and forecast strategies across enterprise engagements, ensuring consistency and scalability. "

Optimization Initiatives-"Lead domain optimization and solution programs, ensuring governance, quality, and value creation for clients.

Conduct performance review, facilitate professional development and mentor consultants."

Technical Documentation-"Review and approve documentation ensuring functional accuracy, completeness, and alignment with domain standards and organizational objectives.

Provide guidance to teams in maintaining consistency, clarity, and quality across all deliverables.

Lead initiatives to articulate complex technical concepts into clear communication materials, ensuring alignment with business and objectives."

Revenue Growth-"Lead budget performance by monitoring project financials, optimizing resource utilization, and ensuring adherence to defined margin targets.

Identify mining opportunities in the existing accounts and participate in RFP discussions."

Thought Leadership  -Create whitepapers, reusable frameworks, and knowledge assets, while guiding teams to adopt best practices and innovative approaches.

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Role Profile: Contact Center Production Implementation Engineer (Cisco UCCE & AWS Connect) 

Job Title: Software Engineer II — Contact Center Technologies 

Hours: Flexible schedule required. Core hours are 9:00am-5:00pm for handoffs and training, with regular after-hours work to support implementations and production needs. 

 

Business Unit: Customer & Colleague Assistance Product 

Division: Contact Center Technologies 

Reports to: Senior IT Manager 

Position Overview 

We are seeking an experienced Contact Center Production Implementation Engineer to join our Contact Center Technologies team. The primary responsibility of this role is to deploy, configure, implement, and support solutions across both Cisco UCCE and AWS Connect contact center platforms. This role is responsible for delivering production-ready solutions designed by engineering teams while ensuring proper knowledge transfer, operational readiness, and ongoing platform stability. 

The successful candidate will possess strong experience in Cisco UCCE, CVP, ICM scripting, and Unified Communications technologies, while also supporting and implementing AWS Connect cloud contact center capabilities. This position plays a critical role in supporting the Bank's contact center modernization strategy while maintaining the stability and reliability of existing mission-critical contact center platforms supporting thousands of customer-facing representatives across North America.  

The ideal candidate brings hands-on experience in production implementations, contact center migration initiatives, IVR technologies, cloud integrations, and operational support. This role is highly execution-focused, emphasizing solution deployment, troubleshooting, continuous improvement, and close coordination with engineering, operations, vendors, and business stakeholders. 

 

Key Responsibilities 

Deployment & Implementation 

 

  • Deploy new Cisco UCCE, CVP, AWS Connect, and contact center solutions delivered by engineering teams while ensuring adherence to enterprise architecture and operational standards.  

  • Build, modify, and implement: 

  • Cisco ICM routing scripts 

  • CVP MicroApps 

  • VXML applications 

  • Finesse workflows 

  • AWS Connect Contact Flows 

  • Routing Profiles 

  • Queues 

  • Agent Workspaces 

  • Quick Connects 

  • Configure and maintain AWS Connect environments including routing logic, customer journeys, callback processing, queue management, and agent experience components.  

  • Support implementation of inbound, outbound, callback, voice, and digital interaction capabilities.  

  • Configure and support Cisco CUCM, SIP trunks, voice gateways (ISR/ASR), CVP Call Studios, and associated Unified Communications infrastructure.  

  • Participate in production cutovers, migration activities, validation testing, and implementation readiness reviews.  

  • Support coexistence and migration activities between Cisco UCCE and AWS Connect platforms. 

 

Operational Support & Troubleshooting 

  • Provide hands-on troubleshooting during deployments, incident response, and post-implementation stabilization.  

  • Own and drive resolution of contact center incidents across Cisco and AWS platforms.  

  • Troubleshoot:  

  • UCCE 

  • CVP 

  • Finesse 

  • CUIC 

  • CUCM 

  • AWS Connect 

  • Lambda integrations 

  • Lex bots 

  • SIP connectivity 

  • Voice gateways 

  • API integrations 

  • Perform detailed analysis of call flows, routing logic, IVR behavior, customer journeys, voice quality, and cloud integrations.  

  • Escalate vendor-related issues to Cisco TAC, AWS Support, and third-party vendors when required.  

  • Participate in major incident and war room activities. 

Collaboration & Continuous Improvement 

  • Work closely with engineering, architecture, operations, and delivery teams using Agile/NEW methodologies.  

  • Support knowledge transfer between engineering and production support teams.  

  • Mentor junior team members on contact center technologies, implementation standards, and troubleshooting techniques.  

  • Contribute to automation initiatives using scripting and cloud-native technologies.  

  • Participate in modernization programs involving migration from legacy contact center technologies to AWS Connect.  

  • Continuously improve routing strategies, IVR functionality, operational processes, and customer experience outcomes. 

 

Required Skills & Technical Expertise 

Core Contact Center Knowledge 

3-5+ Years hands-on experience with: 

Cisco Technologies 

  • Cisco Unified Contact Center Enterprise (UCCE) 

  • Cisco Customer Voice Portal (CVP) 

  • ICM Script Editor 

  • CVP Call Studio 

  • VXML Applications 

  • Finesse Desktop 

  • CUIC Reporting 

  • Unified Communications Architecture 

AWS Technologies 

  • Amazon Connect 

  • Contact Flows 

  • Routing Profiles 

  • Customer Profiles 

  • Contact Lens 

  • Quick Connects 

  • Outbound Campaigns 

  • Agent Workspace 

  • Queue Configuration 

Strong understanding of contact center architecture, call routing lifecycle, IVR design, skills-based routing, queue management, and customer engagement workflows. 

Unified Communications & Networking 

  • Cisco CUCM 

  • SIP Trunks 

  • ISR/ASR Gateways 

  • Voice Gateways 

  • Unity Connection 

  • SBC Technologies 

  • TCP/IP 

  • SIP 

  • RTP 

  • VoIP Troubleshooting 

Strong understanding of enterprise voice infrastructure across large-scale multi-site environments. 

Additional Platform Experience (Nice to Have) 

  • Webex Contact Center  

  • Genesys Cloud  

  • NICE InContact  

  • Five9  

  • GitHub  

  • CI/CD Pipelines  

  • PowerShell  

  • Python  

  • Infrastructure Automation  

  • eGain and Customer Engagement Platforms 

Soft Skills & Professional Attributes 

  • The successful candidate must demonstrate: 

  • Strong ownership mindset and follow-through on issues until resolution. 

  • Ability to work independently while collaborating effectively within cross-functional teams. 

  • Excellent communication and documentation skills for both technical and business audiences. 

  • Ability to assess high-level strategic direction and translate it into actionable tasks. 

  • Customer-first approach with a focus on delivering high-quality, reliable solutions. 

  • Drive for continuous learning, innovation, and team-level improvement. 

Qualifications & Experience 

  • 5+ years of contact center implementation and support experience.  

  • Demonstrated Cisco UCCE production implementation experience.  

  • Hands-on AWS Connect implementation and operational support experience.  

  • Experience supporting large-scale enterprise contact center environments.  

  • ITIL Foundation certification or working knowledge of ITIL processes.  

  • AWS Certification preferred.  

  • Cisco Collaboration or UCCE certifications preferred.  

  • Bachelor's Degree, Technical Diploma, or equivalent experience. 

 

Why This Role Matters 

This role plays a critical part in maintaining and modernizing the Bank's contact center ecosystem. The successful candidate will support both Cisco UCCE and AWS Connect platforms, enabling secure, resilient, and scalable customer engagement capabilities while helping drive the Bank's cloud contact center transformation strategy. The role directly supports business-critical customer service operations and ensures successful execution of implementations impacting thousands of agents and customers across North America. 

 

 

Mandatory Skills: Cisco Contact Center Enterprise Admin .

 

Experience: 8-10 Years .

 

The expected compensation for this role ranges from CAD 100000 to CAD 150000 .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

 

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

 
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