At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life\-saving robots, our digital and software technology experts think outside the box as they provide unique R\&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same. **Your role** ------------- In this role, you will be at the forefront of designing and developing enterprise\-level contact center solutions with a focus on Cisco technologies. You will play a key role in ensuring the stability and optimization of voice infrastructure and routing logic across client organizations. In this role you will play a key role in: * Developing and maintaining IVR scripts, call routing logic, and integration with Cisco UCCE/UCCX platforms while collaborating with stakeholders to translate requirements into scalable solutions * Researching emerging technologies in contact center automation and customer interaction to propose innovative solutions that improve service delivery and operational efficiency * Providing expert\-level technical support for Cisco contact center platforms, resolving complex issues and coordinating with technology vendors as needed * Acting as a technical liaison for internal customers, ensuring timely resolution of issues and adherence to service level agreements **Your profile** ---------------- * Good conversational **English** skills (B2, C1, C2\) * Bachelor's degree in Computer Science or relevant Cisco certifications (e.g., CCNA Collaboration, CCNP Collaboration) * Minimum 3 years of experience in **Cisco Contact Center environments (UCCE/UCCX)** with hands\-on experience in **IVR scripting (CVP, VXML), call routing, and Cisco ICM scripting** * Solid understanding of **telephony networking, ACD, and multimedia contact center applications** (email, chat) * Experience with **Workforce Management, Quality Monitoring, and Reporting Systems** * Experience with **Cisco Outbound Dialer, Cisco CVP, and reporting tools** is highly desirable * Knowledge of **service management platforms** and experience in **designing integration points** between contact center applications **What you will love about working here** ----------------------------------------- * Empowered Careers with Purpose: Work on meaningful projects that use technology to solve real\-world challenges. Be part of a company that values sustainability, inclusion, and digital equity. Contribute to building a better future for people, planet, and society. * Growth and Learning at Every Step: Access continuous learning through internal academies, certifications, and mentorship. Explore career mobility across roles, industries, and geographies. Be part of a “school of excellence” where your skills resonate beyond the company * Own your growth: Open access to digital learning platforms. Digital campuses on AI, Cloud, Data or Sustainability. Award winning career acceleration programs **Need to know** ---------------- * Work modality: remote * Flexible Schedules: We support flexible working hours to accommodate different lifestyles, time zones, and family responsibilities. * Benefits: Training, certifications, and mentorship programs * Community Engagement: Participate in local volunteering initiatives, tech meetups, and cultural events that connect you with the Capgemini community. **About Capgemini** ------------------- Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55\-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end\-to\-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. *At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.*