Job Description: Cisco Webex Contact Center – Presales Engineer / Solution Consultant

Position Overview

The Cisco Webex Contact Center Presales Engineer is responsible for supporting the sales organization by providing technical expertise, solution design, and product demonstrations for Cisco’s Webex Contact Center (WxCC) portfolio. This role works closely with customers to understand business challenges and translates them into scalable, cloud\-based customer experience solutions.

Key Responsibilities

1. Technical Presales & Solution Design

• Lead discovery sessions to understand customer requirements, workflows, and CX objectives.
  




• Design end\-to\-end solutions using Cisco Webex Contact Center, Webex Suite, and integrations with CRM/ITSM platforms (Salesforce, Dynamics, ServiceNow, etc.).
  




• Prepare and deliver high\-impact presentations, technical proposals, BoMs, and architecture diagrams.
  




• Conduct product demonstrations, PoCs, and trials to showcase platform capabilities.
  




• Ensure proposed solutions meet technical, security, and compliance standards.
  

2. Customer Engagement & Consultation

• Act as a trusted advisor to customers on cloud contact center strategies and digital transformation.
  




• Evaluate customer environments (telephony, CRM, workforce management, reporting) and recommend best\-fit architectures.
  




• Collaborate with customer business and technical stakeholders to build compelling solution value.
  

3. Collaboration With Internal Teams

• Work closely with sales, marketing, product management, and delivery teams to align on solution strategy.
  




• Assist the post\-sales team with smooth handoff of solution details and project scope.
  




• Provide feedback to product teams on feature gaps and customer needs.
  

4. Competitive & Market Expertise

• Maintain deep understanding of the CCaaS market and competitive landscapes (Genesys Cloud, Five9, Amazon Connect, NICE CXone).
  




• Articulate Cisco Webex differentiators, advantages, and ROI.
  

5. Documentation & Compliance

• Develop technical solution documentation, RFP/RFI responses, and compliance matrices.
  




• Ensure adherence to Cisco best practices, security guidelines, and architectural standards.
  

Requirements

Required Skills & Qualifications

Technical Skills

• Strong knowledge of Cisco Webex Contact Center, Webex Calling, Webex App, and Control Hub.
  




• Experience with SIP, PSTN, VoIP, multi\-channel routing, IVR/IVA, workforce optimization, and reporting/analytics.
  




• Familiarity with REST APIs, integrations, and automation tools.
  




• Understanding of cloud platforms (Azure, AWS), security concepts, and networking fundamentals.
  




• Ability to create high\-quality technical documents, diagrams, and proposals.
  

Professional Skills

• Excellent presentation, communication, and customer\-facing skills.
  




• Strong consulting, problem\-solving, and requirements\-gathering abilities.
  




• Ability to simplify complex technical concepts for business users.
  




• Comfortable working in fast\-paced sales environments with multiple stakeholders.
  

Preferred Qualifications

• Cisco certifications such as CCNA, CCNP Collaboration, Webex Contact Center Specialist.
  




• Experience with CCaaS migrations or on\-prem to cloud contact center transformations.
  




• Background in enterprise presales, solution consulting, or UC/CC engineering.
  




• Exposure to omnichannel platforms (chat, voice, email, bots, social messaging).
  

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