Sr Contact Center Engineer – Cisco UCCE & Webex CCE

We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable. 

How you can make a difference

The Sr Contact Center Engineer, responsible for the ongoing administration and maintenance of HealthEquity’s telephony systems. With significant latitude for independent judgment and discretion, this role is responsible for designing, implementing, and optimizing complex contact center solutions, ensuring robust communication infrastructures, and delivering exceptional user experiences. The ideal candidate will possess advanced technical skills in Cisco Unified Contact Center Enterprise (UCCE) and Webex Contact Center (WebexCCE), with the ability to troubleshoot, deploy, and maintain enterprise-level telecom systems.

What you’ll be doing 

• Design and Implementation:
  • 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.

• System Optimization and Maintenance:
• 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

• Support and Troubleshooting:
  • 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

• Training and Development:
  • 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. 

• Other duties as assigned

What you will need to be successful

• Education and Experience:
  • 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.
• Specialized Knowledge, Skills, and Abilities:
  • 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

#LI-Remote

This is a remote position.

The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range in addition to a full range of benefits including:

• 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

Why work for HealthEquity 

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more. 

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

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