Advanced Network Engineer - Cisco WebEx Contact Center

Location: Education Training and Development Center -12451 Gateway BlvdFort Myers FL 33913

Department: IS Information Technology Svcs

Work Type: Full Time

Shift: Shift 1/ to

Minimum to Midpoint Pay Rate: $43.59 - $56.66 / hour

Summary

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 and 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:

3+ years 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.

Requirements

Educational Requirements

OR 3 years of experience in lieu of a degree

Experience Requirements

State of Florida Licensure Requirements

Certifications/Registration Requirements

Required/
Preferred

US:FL:Fort Myers