Cisco Webex Contact Center Engineer

Full Time

40 Hours/Week

Monday - Friday, 8:00am - 4:30pm

Onsite, 5 days/week

On-Call Rotation Required

Travel Required

Summary:

The Cisco Webex Contact Center Engineer is responsible for the design, implementation, and support of Cisco Webex Contact Center solutions that facilitate high-quality patient communication across clinical and administrative functions.

Duties and Responsibilities:

1. Lead the architecture and deployment of Cisco Webex Contact Center solutions to support the vast inbound patient calling experience.
2. Configure advanced call flows, IVRs, ACDs, Agent workflows, and routing logic optimized for patient experience and clinical priorities.
3. Maintain system uptime and quality of service through proactive monitoring, upgrades, and troubleshooting.
4. Provide Tier 2/3 support for incidents related to telehealth contact operations and patient service communications.
5. Ensure that contact center configurations and data flows comply with HIPAA.
6. Implement secure workflows for handling Protected Health Information (PHI) and personally identifiable information (PII).
7. Build custom dashboards and reports to measure patient satisfaction, call resolution times, and agent performance.
8. Recommend and implement optimizations based on trends in call volume, patient needs, and clinical workflows.
9. Partner with clinical operations, revenue cycle, and patient engagement teams to align technology with patient care goals.
10. Provide training and documentation to support staff and non-technical users in using Webex CC tools effectively.

Other information:

Technical Expertise:

1. Familiarity with Cisco Control Hub, Webex Calling, CUCM, and enterprise cloud security best practices.

1. Experience with scripting (JavaScript, Python) for automation and API integrations preferred
2. Experience working with WFM (Workforce Management) or QM (Quality Monitoring) tools tailored for healthcare operations preferred
3. Strong troubleshooting and call flow design skills
4. Travel throughout the Akron Children's network of health centers is required for this position

Education and Experience

1. Education: High school Diploma or equivalent

2. Licensure: None

3. Certification: None

4. Years of relevant experience:

• 3 years of hands-on experience with Cisco Webex Contact Center.
• Deep knowledge of VoIP, SIP, ACD, IVR, and telephony integration required
• Experience with EHR, CRM, and healthcare application integrations required
• Years of supervisory experience: None

Full Time

FTE: 1.000000