Cisco Contact Center Migration Specialist (Customer Success & Business Analyst) for our client based out in Hybrid / On-site in Fairfax, Virginia


Key Responsibilities
*Perform detailed discovery and documentation of existing Avaya call flows, IVR scripts, routing logic, queues, skills-based routing, and integrations for 32 separate contact center instances.
*Design and map equivalent call flows, queuing strategies, and customer journeys in Cisco Contact Center Enterprise/Cloud (CCE/CCX or Cisco Webex Contact Center).
*Collaborate with technical teams to ensure accurate translation of Avaya functionality (e.g., Experience Portal, POM, vectors, VDNs) into Cisco equivalents (e.g., CVP, ICM scripting, ECE, precision queues).
*Create clear, comprehensive flow diagrams, requirement documents, and migration playbooks.
*Lead or support User Acceptance Testing (UAT) cycles, including test script creation and defect triage.
*Deliver targeted training and knowledge transfer sessions to end-users, supervisors, and administrators on the new Cisco platform.
*Act as the primary point of contact for business stakeholders during the transition, ensuring minimal disruption and high adoption.
*Identify and escalate risks, gaps, or functionality differences between Avaya and Cisco environments.

Required Experience & Skills
*3+ years as a contact center business analyst or customer success specialist.
*Working familiarity and hands-on configuration/documentation experience with both Avaya (AACC/AACC-E, Experience Portal, POM) and Cisco (CCE/CCX or Webex Contact Center) platforms.
*Proven track record of successfully mapping and migrating call flows from Avaya to Cisco (or similar large-scale migrations).
*Strong process mapping and documentation skills (Visio, Lucidchart, Miro, etc.).
*Experience facilitating UAT and delivering end-user training in contact center environments.
*Excellent communication and stakeholder management skills; ability to translate technical concepts to non-technical audiences.
*Ability to manage multiple concurrent workstreams and meet tight deadlines in a December April migration window.

Preferred
Relevant certifications (e.g., Avaya ACIS/ACSS, Cisco CCNP Collaboration, ITIL).
Prior public-sector or multi-agency contact center migration experience.
Cisco certifications (CCNA Collaboration, CCNP Voice).
This is a high-impact, fast-paced contract role ideal for a seasoned contact center professional who thrives on complex migrations and driving successful customer adoption.