Cisco ICM Routing Engineer
Remote
Posted on Sep 23, 2026
Our client is currently seeking a Cisco ICM Routing Engineer
Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
Cisco ICM Routing Engineer
Contact Center Transformation Development POD
POD Mission
The Contact Center Transformation Development POD will design, build, integrate, test and continuously improve our clients next-generation contact-center capabilities across voice, IVR, routing, agent desktop, recording, quality management, data, conversational AI and customer experience.
The POD should operate as a persistent Agile product team rather than a traditional project team, with shared accountability for:
Customer experience
First Contact Resolution
Call containment and self-service
Reduced transfers
Reduced Average Handle Time
Agent experience
Contact-center reliability
Faster release cycles
Automation
Data-driven optimization
Compliance and recording
Platform resilience
Technical debt reduction
Migration from legacy contact-center capabilities
AI and conversational automation
Role Summary
The Cisco ICM Routing Engineer will own the design, development and optimization of intelligent call-routing logic across our Clients contact-center environment.
The role will translate customer intents, business priorities, agent skills, operating hours, service levels and organizational rules into scalable Cisco ICM/UCCE routing strategies.
Cisco's current UCCE platform continues to support precision queues, business-hour logic, task routing, digital-channel integrations and sophisticated media-routing capabilities, making routing engineering central to the customer experience.
Key Responsibilities
Design, develop and maintain Cisco ICM routing scripts.
Configure:
Call types
Skill groups
Precision queues
Routing clients
Dialed numbers
Network VRUs
Variables
Peripheral variables
ECC variables.
Develop routing strategies based on:
Customer intent
Customer segment
Agent skill
Language
Geography
Product
Service tier
Business hours
Queue conditions
Wait time
Customer value.
Implement overflow and failover routing strategies.
Optimize transfer logic.
Integrate ICM with CVP and external applications.
Design callback and queue-management strategies.
Support dynamic routing based on real-time data.
Analyze routing performance using UCCE reporting and contact-center analytics.
Troubleshoot routing failures and production incidents.
Reduce unnecessary routing hops and transfers.
Build reusable routing components and standards.
Maintain routing documentation and version control.
Support migration from legacy routing strategies to standardized enterprise patterns.
Participate in load testing, DR testing and production releases.
Required Technical Skills
Cisco Unified ICM/UCCE
Script Editor
Precision Routing
Skill Groups
Call Types
Routing configuration
CVP integration
SQL
Cisco reporting concepts
Contact-center routing patterns.
Preferred Skills
Cisco UCCE 12.x/15.x
Cisco Finesse
REST APIs
CUIC
Webex Contact Center
Digital channel routing
Python
Git/version control.
Success Measures
Transfer-rate reduction
Correct-routing rate
Service level
Abandonment rate
Average Speed of Answer
Queue time
Routing failures
Routing-script complexity reduction
Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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