Job Description

POSITION:

Cisco WebEx Contact Center Support Engineer

LOCATION:

Remote/Telework (Mountain Time Zone)

DURATION:

6 months

ROLE:

The WebEx Contact Center Support Engineer will provide Tier 1 Support for our client’s WebEx Contact Center Enterprise (WxCCE) platform.  The ideal candidate for this role shall have knowledge and/or understanding of WxCCE, which is one of Cisco’s cloud contact center offerings built on the WebEx platform.

The candidate will have a direct front-line role in managing field requests from various resources.  Common requests will include creating and modifying agent profiles, resetting passwords, and assigning phone devices.  The candidate will also have the opportunity to assist users with Cisco Unified Intelligence Center (CUIC) reports and other platform configuration elements as a result of expanding the candidates’ knowledge.

TECHNICAL QUALIFICATIONS:

• Minimum 1-year Cisco Intelligent Call Manager (ICM) configuration experience building out the necessary agent records (i.e. Agent, Skill Group, Agent Team, etc.)

• 1-year Cisco Unified Call Manager (UCM) configuration experience creating phone devices and lines

• CUIC experience preferred but not required

• Contact Recording administration preferred but not required

• General understanding of Contact Center operations

PROFESSIONAL QUALIFICATIONS

• Excellent customer service skills and positive attitude are a must

• Must be self-motivated and have eagerness to learn and want to succeed

• Exceptional verbal, written, and phone skills are required

• Ability to effectively communicate within all levels of the organization