RIT Solutions, Inc.
Title-Sr. Contact Center Solutions Engineer
Location-Onsite - HIGHLY PREFERRED FOR THEM TO BE IN FORT LAUDERDALE, FL 4 DAYS PER WEEK. I will look at candidates in White Plains NY and Irving TX but really would prefer Fort Lauderdale FL.
Duration-6-12+ Months
Cisco Webex Contact center focused Contact center experience must have Should come from a small team owning everything hands on This is an engineer not an admin
The Contact Center Solutions Engineer is responsible for the design, implementation, configuration, maintenance, and optimization of our Cisco Webex Contact Center platform. This role involves working closely with IT, Customer Experience (CX) teams, and business stakeholders to ensure a reliable, efficient, and scalable contact center environment that meets the needs of our customers and agents. The ideal candidate will possess strong technical expertise in Cisco Webex Contact Center, excellent problem-solving skills, and a customer-centric mindset.
Organizational Relationships: This role will report to the Sr. Voice Engineer and work closely together with other IT teams. Job 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. dheres to all company policies, procedures, and safety standards. Qualifications:
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.
Cisco Webex Contact center focused Contact center experience must have Should come from a small team owning everything hands on This is an engineer not an admin
The Contact Center Solutions Engineer is responsible for the design, implementation, configuration, maintenance, and optimization of our Cisco Webex Contact Center platform. This role involves working closely with IT, Customer Experience (CX) teams, and business stakeholders to ensure a reliable, efficient, and scalable contact center environment that meets the needs of our customers and agents. The ideal candidate will possess strong technical expertise in Cisco Webex Contact Center, excellent problem-solving skills, and a customer-centric mindset.
Organizational Relationships: This role will report to the Sr. Voice Engineer and work closely together with other IT teams. Job 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. dheres to all company policies, procedures, and safety standards. Qualifications:
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.