Location:Education Training and Development Center -12451 Gateway BlvdFort Myers FL 33913
Department: IS Information Technology Svcs
Work Type: Full Time
Shift: Shift 1/8:00:00 AM to 4:30:00 PM
Minimum to Midpoint Pay Rate:$104,769.60 - 136,198.40
Position Overview:
As a Webex Contact Center Engineer at Lee Health, you will play a crucial role in managing and optimizing our Webex Contact Center and Cisco Unified Communications Manager systems. You will be responsible for ensuring the smooth day-to-day operations of these critical communication platforms, contributing to the efficiency of our business operations.
Key Responsibilities:
Webex Contact Center Management:- Oversee the day-to-day operations of Webex Contact Center, ensuring optimal performance and reliability.
- Configure and maintain contact center features, including routing, reporting, and integration with other systems.
- Troubleshoot and resolve any technical issues related to the Webex Contact Center platform.
- Collaborate with cross-functional teams to enhance and customize the contact center functionality to meet business needs.
Cisco Unified Communications Manager (CUCM):- Utilize your knowledge of Cisco Unified Communications Manager for day-to-day operations to manage and maintain the telephony infrastructure.
- Ensure the availability and functionality of CUCM for business communications.
- Collaborate with network and IT teams to integrate CUCM with other systems and applications.
- Perform day-to-day operations and maintenance tasks on Cisco Unified Communications Manager.
Documentation and Reporting:- Maintain detailed documentation of system configurations, changes, and incident resolutions.
- Generate regular reports to monitor system performance and identify areas for improvement.
- Provide insights and recommendations for optimizing contact center and CUCM operations.
Technical Support:- Provide technical support and guidance to end-users and internal teams, ensuring effective resolution of issues.
- Assist in the development and delivery of training programs for end-users on contact center and CUCM functionality.
Qualifications:- Bachelor's Degree or 5 years of experience in lieu of a degree
- 3 Years of Work-Related Experience
- Proven experience managing the day-to-day operations of Webex Contact Center.
- Strong knowledge of Cisco Unified Communications Manager for day-to-day operations.
- Proficiency in configuring and troubleshooting contact center routing and reporting.
- Familiarity with telephony and VoIP technologies.
- Excellent problem-solving and communication skills.
- Ability to work independently and as part of a team.
- Strong organizational skills with an attention to detail.
US:FL:Fort Myers