RIT Solutions, Inc. ยท 5 months ago
Sr. Contact Center Solutions Engineer
Tampa, FL
Full-time
Onsite
Mid, Senior Level
3+ years expRIT Solutions, Inc. is seeking a Sr. Contact Center Solutions Engineer responsible for the design, implementation, configuration, maintenance, and optimization of their Cisco Webex Contact Center platform. The role involves collaboration with IT, Customer Experience teams, and business stakeholders to ensure a reliable and efficient contact center environment.
Staffing & Recruiting
Responsibilities
Participate in the design and planning of the Cisco Webex Contact Center solutions, including call flows, IVR systems, routing strategies, agent desktops, and integrations
Implement and configure new Webex Contact Center features, and functionalities
Integrate Webex Contact Center with other enterprise systems, such as CRM, workforce management, and analytics platforms
Configure and maintain Webex Contact Center settings, including users, agents, teams, queues, routing rules, IVR scripts, and desktop layouts
Manage and troubleshoot issues related to voice quality, call routing, agent connectivity, and system performance
Provide technical support to contact center agents, supervisors, and other stakeholders
Collaborate effectively with IT teams (network, security, infrastructure), CX teams, and business stakeholders to understand requirements and deliver solutions
Demonstrate behaviors consistent with the Company's Vision, Mission, and Values in all interactions with customers, co-workers, and suppliers
Adheres to all company policies, procedures, and safety standards
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
Proven experience (typically 3+ years) in managing and supporting Cisco Webex Contact Center solutions
Hands-on experience with Webex Contact Center configuration, including call flows, IVR design, routing strategies, and agent desktop setup
Strong understanding of contact center operations, technologies, and best practices
Knowledge of workforce management (WFM) and quality management (QM) systems
Experience with contact center analytics and reporting tools
Company
RIT Solutions, Inc.
Jobdiva Job Portal: https://www1.jobdiva.com/candidates/myjobs/searchjobsdone.jsp?a=xbjdnwgjodtga1y1im2g881fkkeiwd0775lbvq8yqgps8vb2q36w2vj1ga6xxork&compid=-1 Recruitment (contingency search and campus selection).
201-500 employees
H1B Sponsorship
RIT Solutions, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (2)
Funding
Current Stage
Growth StageCompany data provided by crunchbase