Cisco Contact Center Migration Specialist

Fairfax, VA - USA

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

Cisco Contact Center Migration Specialist (Customer Success & Business Analyst) for our client based out in Hybrid / On-site in Fairfax Virginia

Key Responsibilities
*Perform detailed discovery and documentation of existing Avaya call flows IVR scripts routing logic queues skills-based routing and integrations for 32 separate contact center instances.
*Design and map equivalent call flows queuing strategies and customer journeys in Cisco Contact Center Enterprise/Cloud (CCE/CCX or Cisco Webex Contact Center).
*Collaborate with technical teams to ensure accurate translation of Avaya functionality (e.g. Experience Portal POM vectors VDNs) into Cisco equivalents (e.g. CVP ICM scripting ECE precision queues).
*Create clear comprehensive flow diagrams requirement documents and migration playbooks.
*Lead or support User Acceptance Testing (UAT) cycles including test script creation and defect triage.
*Deliver targeted training and knowledge transfer sessions to end-users supervisors and administrators on the new Cisco platform.
*Act as the primary point of contact for business stakeholders during the transition ensuring minimal disruption and high adoption.
*Identify and escalate risks gaps or functionality differences between Avaya and Cisco environments.

Required Experience & Skills
*3 years as a contact center business analyst or customer success specialist.
*Working familiarity and hands-on configuration/documentation experience with both Avaya (AACC/AACC-E Experience Portal POM) and Cisco (CCE/CCX or Webex Contact Center) platforms.
*Proven track record of successfully mapping and migrating call flows from Avaya to Cisco (or similar large-scale migrations).
*Strong process mapping and documentation skills (Visio Lucidchart Miro etc.).
*Experience facilitating UAT and delivering end-user training in contact center environments.
*Excellent communication and stakeholder management skills; ability to translate technical concepts to non-technical audiences.
*Ability to manage multiple concurrent workstreams and meet tight deadlines in a December April migration window.

Preferred
Relevant certifications (e.g. Avaya ACIS/ACSS Cisco CCNP Collaboration ITIL).
Prior public-sector or multi-agency contact center migration experience.
Cisco certifications (CCNA Collaboration CCNP Voice).
This is a high-impact fast-paced contract role ideal for a seasoned contact center professional who thrives on complex migrations and driving successful customer adoption.

Cisco Contact Center Migration Specialist (Customer Success & Business Analyst) for our client based out in Hybrid / On-site in Fairfax Virginia Key Responsibilities *Perform detailed discovery and documentation of existing Avaya call flows IVR scripts routing logic queues skills-based routing and...