103 applicants

Company

HealthEquity · 13 hours ago

Sr Contact Center Engineer – Cisco UCCE & Webex CCE

United States

Full-time

Remote

Senior Level

$100K/yr - $125K/yr

5+ years exp

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Financial ServicesHealth Care

Growth Opportunities

H1B Sponsor Likely

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Responsibilities

Assists in the development of the overall voice strategy, design, upgrade, deployment, retirement and troubleshooting of components that make up the telephony infrastructure, including assessing new technologies and recommending additions and/or developments for the telephony infrastructure.

Create technical designs and workflow strategies to ensure seamless user experiences across platforms.

Collaborate with cross-functional teams to gather requirements and translate them into functional specifications for contact center infrastructure.

Perform regular updates, system maintenance, and health checks to ensure optimal performance of the telecom systems.

Proactively identify, troubleshoot, and resolve system issues, minimizing downtime and maintaining high service levels.

Implement best practices for system performance, scalability, and reliability.

Capacity planning and analysis

Provides Tier 1 thru Tier 3 support for telecom-related issues, focusing on quick resolution and root cause analysis.

Collaborate with vendors, including Cisco and other third-party providers, to address technical challenges and system improvements.

Develop and maintain comprehensive documentation, including incident reports, system architecture, and maintenance records.

Coordinate after-hours upgrades, participate in troubleshooting, and/or on-call availability

Implements and maintains policies, procedures, and documentation regarding administration of the telecommunications network and equipment, end-user instructions, and failover and disaster recovery for individual components and the overall network.

Provide technical mentorship and guidance to junior engineers, sharing expertise and best practices.

Conduct training sessions and workshops to enhance the technical knowledge of the team and ensure readiness for system support.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Cisco Unified Contact CenterWebex Contact CenterTelecom systems troubleshootingACD/PBX configurationCisco CTI integrationIVR systems familiarityVerint solutions knowledgeTechnical documentationProject management

Required

5 to 10 years of advanced telecommunications experience

Advanced knowledge of telecom networks and computer science as normally obtained through the completion of a Bachelor’s Degree in Computer Science or a related field.

Ability to multitask and prioritize and lead projects and requests to completion with respect to corresponding application.

Excellent written and verbal communication skills

Experience should include: ACD/PBX Peripheral Gateway configuration (Aspect, Nortel, Avaya); CISCO CTI Desktop application integration (Screen Pop); Cisco Translation Routing; CTI Experience; Cisco Admin Workstation; WebEX CCE

Self-starter, mature, effective listener, problem solver, adaptable, detail oriented, and thorough.

The knowledge, skill and ability to perform telecommunication activities as described as normally obtained through a minimum of 5 years experience in a service/support or technical delivery role for an enterprise telephony system.

Familiarity with IVR systems and Verint solutions (Workforce Management, Engagement Management, and/or Speech Analytics) is a plus.

Willingness to learn new systems and methodologies

Benefits

Medical, dental, and vision

HSA contribution and match

Dependent care FSA match

Uncapped paid time off

Adventure accounts

Paid parental leave

401(k) match

Personal and healthcare financial literacy programs

Ongoing education & tuition assistance

Gym and fitness reimbursement

Wellness program incentives

Company

HealthEquity

Glassdoor

4.1

HealthEquity connects health and wealth by administering Health Savings Accounts (HSAs) and other consumer-directed benefits.

Founded in 2002

Draper, Utah, USA

1,001-5,000 employees

http://www.healthequity.com

H1B Sponsorship

HealthEquity 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

2023 (27)

2022 (7)

2021 (1)

2020 (2)