About GDT :

Founded in 1996, GDT is an award-winning, international multi-vendor IT solutions provider. Headquarters in Dallas, TX, GDT specializes in consulting, designing, deploying, and managing advanced technology solutions for businesses, government organizations, and healthcare providers. With over 1,000 employees globally, including a Solutions Center in Bangalore, India, GDT serves over 800 clients and partners with over 200 industry-leading OEMs. GDT produces over $1 billion in revenue. Our expert architects and engineers hold the highest certifications, translating the latest technologies into innovative solutions. We offer services in Cloud, Security, Data Center, Networking, Collaboration & Productivity, and IT Staffing Services.

Job Summary and Purpose :

We are seeking an experienced and highly skilled L3 Collaboration Engineer with deep technical knowledge of Cisco Webex Calling and Webex Contact Center (Webex CC) to join our Unified Communications team. This role will be responsible for the architecture, deployment, integration, and L3 support of the Webex collaboration stack, with a focus on enterprise calling and cloud contact center services components.

Key responsibilities include, but are not limited to :

- Lead the design, implementation, and troubleshooting of Webex Calling and Webex CC environments.

- Provide Level 3 escalation support for complex UC and contact center incidents.

- Work with Cisco TAC, partners, and internal teams to resolve technical issues.

- Manage user provisioning, number management, auto attendants, hunt groups, call queues, etc., in Webex Control Hub.

- Configure and support SIP trunks, local gateways, and dial plans across global sites.

- Integrate Webex CC with CRMs (e.g., Salesforce, Zendesk), and third-party platforms as needed.

- Optimize call flows, IVRs, routing strategies, and analyze call reporting/analytics.

- Implement and maintain monitoring tools and dashboards for voice quality and contact center KPIs.

- Work closely with InfoSec and compliance teams to ensure data privacy, encryption, and call recording policies are enforced.

- Assist in migrations from legacy systems (e.g., CUCM, UCCX) to Webex Calling and Webex CC.

- Document designs, procedures, configurations, and standard operating practices.

- Participate in on-call rotation and handle escalations as needed.

Required Skills & Experience :

- 5+ years of hands-on experience in Cisco Unified Communications and cloud calling solutions.

- Strong expertise in Webex Calling (Multi-Tenant or Dedicated Instance) and Webex Contact Center (Webex CC).

- Experience with Control Hub, SIP, PSTN integrations, number plans, Auto-Attendants, and hunt group configurations.

- Strong understanding of contact center flows, IVR, call routing, call recording, and reporting dashboards.

- Familiarity with networking fundamentals, QoS, and media path troubleshooting.

- Experience with integration of Webex CC with third party tools

- Ability to read and analyze PCAPs, SIP traces, and call logs.

Professional Skill Requirements :

- Excellent communications skills

- Vendor Coordination & management

- Effective presentation skills

- Ability to develop requirements based on client inputs

- Problem solving and conflict management

- Ability to work effectively in a remote, virtual, global environment.

Working conditions :

Working Mode : 5 days Work from office (Rotational Shift)

GDT IS AN EQUAL-OPPORTUNITY EMPLOYER :

Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity, or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved