Location:

Education Training and Development Center - 12451 Gateway Blvd Fort Myers

FL 33913

Department:

IS Information Technology Svcs Work Type:

Full Time Shift:

Shift 1/ to Minimum to

Midpoint Pay Rate:

$37.72 - $49.03 / hour

Position Overview:

As a WebEx Contact Center 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. 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:

Associates degree in computer science or related discipline is highly desirable. HS degree required. 2 or more years experience working with network infrastructure.

Desirable credentials:

Cisco Certified Support Technician (CCST) 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. 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