Sr WebEx Contact Center Engineer

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.

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.

Cisco Unified Communications Manager (CUCM)

• 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.

Documentation and Reporting

• 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.

Technical Support

• 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.

Qualifications

• 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.