What are the responsibilities and job description for the Contact Center Engineer position at AutoNation?
The Cisco Webex Contact Center 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:
1. Participate in the design and planning of the Cisco Webex Contact Center solutions, including call flows, IVR systems, routing strategies, agent desktops, and integrations.
2. Implement and configure new Webex Contact Center features, and functionalities.
3. Integrate Webex Contact Center with other enterprise systems, such as CRM, workforce management, and analytics platforms.
4. Configure and maintain Webex Contact Center settings, including users, agents, teams, queues, routing rules, IVR scripts, and desktop layouts.
5. Manage and troubleshoot issues related to voice quality, call routing, agent connectivity, and system performance.
6. Provide technical support to contact center agents, supervisors, and other stakeholders.
7. Collaborate effectively with IT teams (network, security, infrastructure), CX teams, and business stakeholders to understand requirements and deliver solutions.
8. Demonstrate behaviors consistent with the Company’s Vision, Mission, and Values in all interactions with customers, co-workers, and suppliers
9. Adheres to all company policies, procedures, and safety standards.
Qualifications:
1. Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
2. Proven experience (typically 3 years) in managing and supporting Cisco Webex Contact Center solutions.
3. Hands-on experience with Webex Contact Center configuration, including call flows, IVR design, routing strategies, and agent desktop setup.
4. Strong understanding of contact center operations, technologies, and best practices.
5. Knowledge of workforce management (WFM) and quality management (QM) systems.
6. Experience with contact center analytics and reporting tools.
7. Excellent troubleshooting and problem-solving skills.
8. Ability to work independently and as part of a team.
9. Must meet company’s requirements for employment.
10. Valid in-state driver’s license and have and maintain an acceptable, safe driving record.
Exciting Benefits and Perks Await You:
Competitive compensation and 401k matching
Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide
AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.
AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.