Job Description

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.

• CCNA or CCNP Preferred

US:FL:Fort Myers

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