Sr WebEx Contact Center Engineer
$50.37 - $65.48 per hourLee Health
Location: Remote - FL
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: $50.37 - $65.48 / hour
Position Overview:As a WebEx Contact Center Senior Engineer at Lee Health, you will play a crucial role in managing and optimizing the WebEx Contact Center and Cisco Unified Communications Manager (CUCM) environments. You will be responsible for ensuring the reliable day-to-day operation of these critical communication platforms and contributing to the efficiency and effectiveness of business operations.
Key Responsibilities:WebEx Contact Center Management:- Oversee day-to-day operations of the WebEx Contact Center to ensure optimal performance and reliability.
- Configure and maintain contact center features including call routing, reporting, and system integrations.
- Troubleshoot and resolve technical issues related to the WebEx Contact Center platform.
- Collaborate with cross-functional teams to enhance and customize contact center functionality to meet business requirements.
- Manage and maintain the CUCM telephony infrastructure supporting enterprise communications.
- Ensure high availability and reliable functionality of CUCM services.
- Collaborate with network and IT teams to integrate CUCM with other business systems and applications.
- Perform routine operational and maintenance activities within Cisco Unified Communications Manager.
- Maintain detailed documentation of system configurations, changes, and incident resolutions.
- Generate regular reports to monitor system performance and identify improvement opportunities.
- Provide insights and recommendations to optimize WebEx Contact Center and CUCM operations.
- Provide technical support and guidance to end users and internal teams to ensure timely issue resolution.
- Assist with the development and delivery of training materials and sessions related to contact center and CUCM functionality.
- 5+ years of experience managing day-to-day operations of WebEx Contact Center.
- Strong working knowledge of Cisco Unified Communications Manager (CUCM).
- Hands-on experience configuring and troubleshooting contact center call routing and reporting.
- Familiarity with telephony and VoIP technologies.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to work independently and collaboratively in a team environment.
- Strong organizational skills with a high attention to detail.
Vacancy posted 2 days ago
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