Job Description

Location: Information Systems -12451 Gateway Blvd.Suite 200Fort 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: $90,667.20 - $117,852.80 / Annual

Summary

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 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.

US:FL:Fort Myers

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