Sr. Consultant, Customer Experience - W2 Contract

Company Description

Our Story & Purpose

At Burwood Group, we’re more than a technology consulting firm, we’re a team of innovators, problem-solvers, and collaborators who help organizations turn technology into meaningful business outcomes. Founded in 1997 and headquartered in Oak Brook, IL, we’ve grown into a nationwide team of experts committed to making a real difference.

Our purpose starts with Customer Focus. We put our clients at the center of everything we do - listening, understanding their challenges, and delivering solutions that drive impact. We believe in ownership, collaboration, and growth. Our people aren’t just employees; they are innovators shaping the future of our clients’ success. At Burwood, you’ll work alongside talented professionals, tackle exciting challenges, and develop skills that elevate your career. If you’re ready to make an impact, learn continuously, and grow within a culture that values your unique strengths, Burwood Group is the place for you.

Job Description

Position Type: W2 Contract

Term: 2 to 3 months

Hours: Up to 30 hrs./week

Work Location: Remote

Work Status: US Citizen, Green Card Holder

Start: Immediate

Hourly: $85 to $110/hr.

How You’ll Make an Impact

As a short-term Customer Experience Contractor, you will step in to provide critical architectural, engineering, and deployment support activities for our Cisco Unified contact center and Contact Center as a Service (CCaaS) client initiatives. In this 2–3 month role (up to 30 hours/week), you will focus heavily on contact center architecture, upgrades, and migration activities.

Key responsibilities include:

• Planning and executing upgrade and migration activities for Cisco Contact Center environments, including Packed Contact Center Enterprise (PCCE), Unified Contact Center Express (UCCX), and Webex Contact Center (WxCC).
• Designing, building, and deploying Webex Contact Center (WxCC) solutions, including call flow development.
• Troubleshooting and debugging complex environment issues during upgrades or deployment phases to ensure successful project execution.
• Assisting with documentation development – both internally and externally facing.

Qualifications

Your Strengths in Action

• Contact Center Specialist: You have a strong delivery background with deep technical expertise in legacy Cisco Contact Center environments, including PCCE, UCCE, and UCCX, and modern CCaaS applications such as Webex Contact Center.  
• Problem Solver: You enjoy a technical challenge and leverage your excellent debugging and troubleshooting skills to resolve complex infrastructure issues quickly.
• Accountable & Independent: You don’t mind responsibility, you’re accountable for your work, and you can autonomously drive a project task to completion with minimal supervision.
• Strong Communicator: You possess the clarity and professionalism to interact seamlessly with project stakeholders and team members alike.
• Client-Facing Consulting Experience: Strong background in a technical consulting or professional services role; you must be highly consultative, articulate, and comfortable leading technical discussions and discovery sessions directly in front of enterprise customers.

Your Core Skills & Certifications

Required Technical Skills:

• Strong hands-on experience with Cisco Packaged Contact Center Enterprise (PCCE), including a proven track record of executing system upgrades.
• Experience with Cisco Unified Contact Center Express (UCCX) configuration and management.
• Proficient with SQL and familiar with PCCE/UCCE Database management and manipulation
• Working knowledge of Webex Contact Center – able to build basic call flows and troubleshoot issues.
• Experience with CUIC as it relates to upgrades and migrations – experience migrating reports, dashboards, user permissions, and so on to new instances.

Preferred (Bonus) Skills:

• Direct experience executing installs or upgrades for Cisco PCCE Version 15.
• Experience with Webex Contact Center (WxCC) deployments and advanced call flow development.
• Familiarity with Cisco voice gateways and Telco configurations (POTS, PRI, SIP) as they pertain to Contact Center environments.
• Familiarity with scripting languages (JSON, Java, Python, PowerShell, etc.).

Additional Information

Life at Burwood

We believe that supporting our employees, personally and professionally, creates a culture where everyone can thrive.