Voice Engineering

Prev Voice Engineering #26-08653 Louisville, KY Remote Job Description 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.

Job Title:

Voice Engineering Location:

Louisville, KY Job Description We are looking for a Webex 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 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 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 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 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 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.