Cisco Engineer
About the role
Job Title: Cisco UCCE Production Implementation Engineer (Contact Center)
Location: Hybrid (On-Site / Remote) Toronto, Ontario
Company: WhiteStone’s Client – Major Financial Institution
Job Type: Contract (1+ year)
Hours : 7.5 hours/day, 37.5 hours/week
*** Flexible schedule required. Core hours are 9:00 am - 5:00 pm for handoffs and training, with regular after-hours work to support implementations and production needs. ***
Application Deadline : February 6th, 2026
Job Description
Whitestone Group is seeking a Cisco UCCE Production Implementation Engineer to join our client's Contact Centre team. The primary responsibility of this role is to deploy solutions provided by engineering team members into our client's existing Cisco contact center platforms, ensuring proper knowledge transfer and successful implementation into production. This role is critical in maintaining operational readiness, stability, and reliability across a large North American enterprise environment supporting more than 10,000 contact center representatives.
The ideal candidate brings a minimum of 3–5 years of hands-on experience with Cisco UCCE, CVP, ICM scripting, and Webex Contact Center technologies, coupled with a strong desire to learn and grow within a collaborative engineering team. This position is highly execution-focused, emphasizing accurate solution deployment, effective troubleshooting, continuous improvement, and close coordination with cross-functional partners.
Key Responsibilities
Deployment & Implementation
- Deploy new Cisco UCCE/CVP solutions delivered by business PODs, ensuring quality, accuracy, and adherence to enterprise design standards.
- Build, modify, and implement ICM routing scripts, CVP micro-apps, Finesse workflows, and VXML applications based on business and operational requirements.
- Configure and maintain CUCM, voice gateways (ISR/ASR), SIP trunks, and related UC components.
- Support integration of UCCE solutions with CRM, Workforce Management, Reporting, and other enterprise platforms.
- Validate and test new designs in lab environments, ensuring readiness for production implementation.
Operational Support & Troubleshooting
- Provide hands-on troubleshooting during deployments, incident management, and post-implementation stabilization.
- Own and drive resolution of UC/UCCE-related incident tickets, escalating to Cisco TAC when required.
- Perform detailed analysis of call flows, routing logic, CVP/VXML behavior, voice quality, and gateway integrations.
- Troubleshoot across multiple products: UCCE, CVP, Finesse, CUIC, CUCM, gateways, SIP/RTP, and integrated APIs.
- Monitor system performance, identify inefficiencies, and recommend improvements.
Collaboration & Continuous Improvement
- Work closely with engineering, delivery, and operations teams using Agile/NEW (Next Evolution of Work) methodology.
- Mentor junior team members on deployment practices, scripting techniques, and troubleshooting methods.
- Contribute to automation initiatives that streamline repetitive tasks and improve team efficiency.
- Participate in cross-functional war-room scenarios to resolve high-priority customer issues.
- Support continuous enhancement of routing strategies, IVR functionality, and customer experience outcomes.
Required Skills & Technical Expertise
Core Cisco Contact Center Knowledge
- 3-5 years hands-on experience with:
- Cisco Unified Contact Center Enterprise (UCCE)
- Cisco Customer Voice Portal (CVP)
- ICM Script Editor (routing scripts, call flows)
- CVP MicroApps and VXML application development
- Finesse workflows and desktop integrations
- VXML Gateway configuration and troubleshooting
- Strong understanding of UCCE architecture, deployment models, PGs, Roggers, VRUs, and call routing life cycle.
- Experience integrating UCCE/CVP with enterprise systems via REST, SOAP, AXL, and custom APIs.
- Knowledge of Cisco Unified Intelligence Center (CUIC) report structures and data elements.
Unified Communications & Network Skills
- Familiarity with:
- CUCM configuration experience: dial plans, partitions/CSS, SIP trunks, device pools, regions, MTPs, and SRST.
- Unity Connection
- CUSP, ASR/ISR UBEs
- Strong foundation in SIP, RTP, TCP/IP, and VoIP troubleshooting across multi-site geographies.
Additional Platform Experience (Nice to Have)
- Experience supporting or deploying Webex Contact Center environments.
- Basic exposure to AWS Connect, Lambda, and IVR flow design (beneficial but not required).
- Understanding or experience of Business Enablement Tools (eGain VIM)
- GitHub (Code repository)
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
- 3–5 years' experience in Cisco UCCE, CVP, ICM scripting, and Unified Communications.
- Experience in contact center technologies including routing, reporting, IVR, CTI, and VoIP.
- Hands-on experience troubleshooting complex UCCE/CVP issues across multiple components.
- ITIL Foundation certification or working knowledge of ITIL incident/change processes.
- Bachelor’s degree or technical diploma in Computer Science, Engineering, or equivalent field.
- Cisco-related certifications (CCNA/CCNP Collaboration, UCCE Specialist) preferred.
Why This Role Matters
This role plays a critical part in delivering secure, resilient, and scalable contact center capabilities across North America. The successful candidate will help shape the Bank’s evolving contact center strategy, support major modernization efforts, and ensure flawless execution of deployments impacting thousands of customer service representatives.
About The Whitestone Group
The Whitestone Group is a fully independent organization that specializes in successfully assisting organizations transform their business through the intelligent application of people, process and technology.
What is our core strength and key differentiator?
Quite simply, it’s our people. We have people you don’t normally find, skills combinations that are rare, and a level of experience that we'll stack up against anyone. Whatever you want to do (within our areas of expertise), odds are we’ve been there and done that. Successfully.
We are firm believers that in today’s world,
Businesses can no longer succeed without an intimate understanding of what technology can do for them.
Businesses can no longer succeed without a strong ability to implement technology in a way that is of maximum benefit to their specific requirements.
Business transformation success requires people that can speak both “biz” and “tech”.
To leap ahead of the pack you need people on your team that have done it before, otherwise you will spend most of your time re-inventing, instead of inventing.
We bring to the table a team of highly experienced and accomplished people who have been very successful in their careers. Our philosophy is simple: Work hard, bring all our experience to the table, work with (not against) those around us, have a bit of fun, and work ourselves out of a job while at the same time passing on our knowledge.
To see and apply to new opportunities click the "register" button.
Cisco Engineer
About the role
Job Title: Cisco UCCE Production Implementation Engineer (Contact Center)
Location: Hybrid (On-Site / Remote) Toronto, Ontario
Company: WhiteStone’s Client – Major Financial Institution
Job Type: Contract (1+ year)
Hours : 7.5 hours/day, 37.5 hours/week
*** Flexible schedule required. Core hours are 9:00 am - 5:00 pm for handoffs and training, with regular after-hours work to support implementations and production needs. ***
Application Deadline : February 6th, 2026
Job Description
Whitestone Group is seeking a Cisco UCCE Production Implementation Engineer to join our client's Contact Centre team. The primary responsibility of this role is to deploy solutions provided by engineering team members into our client's existing Cisco contact center platforms, ensuring proper knowledge transfer and successful implementation into production. This role is critical in maintaining operational readiness, stability, and reliability across a large North American enterprise environment supporting more than 10,000 contact center representatives.
The ideal candidate brings a minimum of 3–5 years of hands-on experience with Cisco UCCE, CVP, ICM scripting, and Webex Contact Center technologies, coupled with a strong desire to learn and grow within a collaborative engineering team. This position is highly execution-focused, emphasizing accurate solution deployment, effective troubleshooting, continuous improvement, and close coordination with cross-functional partners.
Key Responsibilities
Deployment & Implementation
- Deploy new Cisco UCCE/CVP solutions delivered by business PODs, ensuring quality, accuracy, and adherence to enterprise design standards.
- Build, modify, and implement ICM routing scripts, CVP micro-apps, Finesse workflows, and VXML applications based on business and operational requirements.
- Configure and maintain CUCM, voice gateways (ISR/ASR), SIP trunks, and related UC components.
- Support integration of UCCE solutions with CRM, Workforce Management, Reporting, and other enterprise platforms.
- Validate and test new designs in lab environments, ensuring readiness for production implementation.
Operational Support & Troubleshooting
- Provide hands-on troubleshooting during deployments, incident management, and post-implementation stabilization.
- Own and drive resolution of UC/UCCE-related incident tickets, escalating to Cisco TAC when required.
- Perform detailed analysis of call flows, routing logic, CVP/VXML behavior, voice quality, and gateway integrations.
- Troubleshoot across multiple products: UCCE, CVP, Finesse, CUIC, CUCM, gateways, SIP/RTP, and integrated APIs.
- Monitor system performance, identify inefficiencies, and recommend improvements.
Collaboration & Continuous Improvement
- Work closely with engineering, delivery, and operations teams using Agile/NEW (Next Evolution of Work) methodology.
- Mentor junior team members on deployment practices, scripting techniques, and troubleshooting methods.
- Contribute to automation initiatives that streamline repetitive tasks and improve team efficiency.
- Participate in cross-functional war-room scenarios to resolve high-priority customer issues.
- Support continuous enhancement of routing strategies, IVR functionality, and customer experience outcomes.
Required Skills & Technical Expertise
Core Cisco Contact Center Knowledge
- 3-5 years hands-on experience with:
- Cisco Unified Contact Center Enterprise (UCCE)
- Cisco Customer Voice Portal (CVP)
- ICM Script Editor (routing scripts, call flows)
- CVP MicroApps and VXML application development
- Finesse workflows and desktop integrations
- VXML Gateway configuration and troubleshooting
- Strong understanding of UCCE architecture, deployment models, PGs, Roggers, VRUs, and call routing life cycle.
- Experience integrating UCCE/CVP with enterprise systems via REST, SOAP, AXL, and custom APIs.
- Knowledge of Cisco Unified Intelligence Center (CUIC) report structures and data elements.
Unified Communications & Network Skills
- Familiarity with:
- CUCM configuration experience: dial plans, partitions/CSS, SIP trunks, device pools, regions, MTPs, and SRST.
- Unity Connection
- CUSP, ASR/ISR UBEs
- Strong foundation in SIP, RTP, TCP/IP, and VoIP troubleshooting across multi-site geographies.
Additional Platform Experience (Nice to Have)
- Experience supporting or deploying Webex Contact Center environments.
- Basic exposure to AWS Connect, Lambda, and IVR flow design (beneficial but not required).
- Understanding or experience of Business Enablement Tools (eGain VIM)
- GitHub (Code repository)
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
- 3–5 years' experience in Cisco UCCE, CVP, ICM scripting, and Unified Communications.
- Experience in contact center technologies including routing, reporting, IVR, CTI, and VoIP.
- Hands-on experience troubleshooting complex UCCE/CVP issues across multiple components.
- ITIL Foundation certification or working knowledge of ITIL incident/change processes.
- Bachelor’s degree or technical diploma in Computer Science, Engineering, or equivalent field.
- Cisco-related certifications (CCNA/CCNP Collaboration, UCCE Specialist) preferred.
Why This Role Matters
This role plays a critical part in delivering secure, resilient, and scalable contact center capabilities across North America. The successful candidate will help shape the Bank’s evolving contact center strategy, support major modernization efforts, and ensure flawless execution of deployments impacting thousands of customer service representatives.
About The Whitestone Group
The Whitestone Group is a fully independent organization that specializes in successfully assisting organizations transform their business through the intelligent application of people, process and technology.
What is our core strength and key differentiator?
Quite simply, it’s our people. We have people you don’t normally find, skills combinations that are rare, and a level of experience that we'll stack up against anyone. Whatever you want to do (within our areas of expertise), odds are we’ve been there and done that. Successfully.
We are firm believers that in today’s world,
Businesses can no longer succeed without an intimate understanding of what technology can do for them.
Businesses can no longer succeed without a strong ability to implement technology in a way that is of maximum benefit to their specific requirements.
Business transformation success requires people that can speak both “biz” and “tech”.
To leap ahead of the pack you need people on your team that have done it before, otherwise you will spend most of your time re-inventing, instead of inventing.
We bring to the table a team of highly experienced and accomplished people who have been very successful in their careers. Our philosophy is simple: Work hard, bring all our experience to the table, work with (not against) those around us, have a bit of fun, and work ourselves out of a job while at the same time passing on our knowledge.
To see and apply to new opportunities click the "register" button.