SR. Cisco UC Engineer

We are seeking a Contact Center resource to manage the day-to-day operations of our contact center. This role involves working with a UCCE platform hosted by a third-party vendor, with an upcoming migration to a new vendor by October. The ideal candidate will be deeply involved in this transition while handling daily management tasks.

About the role

This position will focus on managing the contact center, collaborating with vendor and technical teams to implement changes, diagnose issues, and determine root causes. You will work closely with senior stakeholders, including Senior Directors and VPs of patient access and other business lines, to ensure seamless operations.

Responsibilities

• Manage and resolve UC and Contact Center incidents, service requests, tasks, and change management tickets to ensure optimal system performance and user satisfaction.
• Respond to and resolve technical issues escalated via problem tickets related to UC and Contact Center functionality.
• Communicate updates to stakeholders and VP-level executives.
• Diagnose user and technical problems by analyzing system logs, network traces, and configuration settings to identify root causes and implement solutions.
• Perform routine maintenance tasks, including updating system configurations, managing user access, adjusting call routing rules, and modifying agent schedules based on business requirements.
• Monitor system health through dashboards and alerts, proactively identifying and addressing potential issues to prevent service disruptions.
• Generate reports on key performance indicators (KPIs), such as UC and Call Center ticket volume, recurring issue frequency, customer request nature, and system availability to identify trends and improvement opportunities.
• Collaborate with customers to understand their needs, provide technical guidance on best practices for Contact Center features, and address concerns.
• Assist with integrating the Contact Center with other systems, such as CRM, workforce management, and authentication platforms, ensuring seamless data flow and functionality.

Requirements

• Strong understanding of Telephony and Networking.
• Familiarity with Cisco Call Manager and ability to perform MAC work (e.g., edit/delete users).
• Experience with call flows, IVRs, Jabber, and Finesse.

Pay

The pay range for this position is $70.00 - $75.00 per hour. Individual compensation within this range will depend on factors such as qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include specific elections, plan, or program terms. If eligible, the following benefits may be available for this temporary role:

• Medical, dental, and vision coverage.
• Critical Illness, Accident, and Hospital insurance.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contribution options.
• Life Insurance (Voluntary Life & AD&D for employees and dependents).
• Short-term and long-term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation, or Sick Leave).

Schedule

This is a hybrid position based in East Brunswick, NJ.