Need a Cisco Webex Contact Centre and Calling Administrator REMOTE Role     .

 

1.            System Administration:

•             Manage and maintain Cisco Webex Contact Centre and Webex Calling platforms, including user accounts, configurations, and integrations.

•             Monitor system performance, uptime, and capacity to ensure seamless operation.

2.            Configuration and Deployment:

•             Design and implement call flows, IVR configurations, routing strategies, and call queue management.

•             Configure Webex Calling features such as hunt groups, call parks, auto-attendants, and device provisioning.

•             Deploy updates, patches, and firmware upgrades in a controlled manner.

3.            Troubleshooting and Support:

•             Diagnose and resolve technical issues related to Webex Contact Centre and Webex Calling.

•             Provide Tier 2/3 support for end users, resolving escalated incidents promptly.

•             Work closely with Cisco TAC for critical issues and advanced troubleshooting.

4.            Integration and Collaboration:

•             Integrate Cisco Webex platforms with CRM systems, workforce optimization tools, and third-party applications.

•             Collaborate with cross-functional teams to align communication technologies with business objectives.

5.            Security and Compliance:

•             Ensure the platform adheres to organizational security policies and compliance requirements.

•             Monitor and respond to security alerts, implementing necessary countermeasures.

6.            Documentation and Training:

•             Maintain comprehensive documentation of configurations, workflows, and system changes.

•             Develop and deliver training materials to end users and team members.

7.            Performance Analytics:

•             Generate and analyse reports on contact centre and calling performance, providing actionable insights to stakeholders.

•             Propose improvements to enhance user experience and operational efficiency.

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•             Bachelor’s degree in Computer Science, Information Technology, or related field. (Equivalent experience may be considered.)

•             3 years of experience managing Cisco Webex Contact Centre and Webex Calling platforms.

•             Proven track record in unified communications administration and troubleshooting.

•             Cisco Certified DevNet Associate, Cisco Webex Contact Centre Certification, or equivalent certifications preferred.

•             Proficiency in configuring Webex Contact Centre and Calling features, including SIP trunks, PBX integration, and IVR.

•             Strong understanding of network infrastructure, VoIP protocols, and QoS.

•             Familiarity with Cisco Control Hub, CUCM, and Webex APIs for automation and integration.

•             Knowledge of Microsoft 365, Active Directory, and Single Sign-On (SSO).

•             Excellent communication and collaboration skills.

•             Analytical mindset with problem-solving abilities.

•             Ability to work independently and manage multiple priorities.

 

·        Location: Remote – but if we can get someone in Miami, FL, that would be good.

·        Hourly rate on 1099: Open but competitive. 

 

Thanks & Regards,

M V Srikanth

Patriot Global Services 

Founded in 2008 by a former corporate information technology strategic sourcing and procurement professional, we endeavored to build a staffing and services firm based on extensive buy-side experience. Our culture is characterized by the drive and commitment developed during our US military service. Years later, we are proud to have retained the clients that put us "on the map".

Today, our Labor-On-Demand service is rapidly expanding to meet our clients' need for short term IT projects and support and longer contracting engagements.  We pride ourselves on understanding our client's need, finding, dispatching and managing qualified technicians for on-site projects. Our clients are delighted with our responsiveness, attention to detail and appreciate the hassle-free service request process.

A close-knit group of seasoned, knowledgeable professionals, we have grown because of our ability to develop and maintain valued business relationships. We over-deliver on our promises. We only take on clients or projects for which the success of all parties is certain. 

Patriot Staffing and Services provides discounted payroll management services for Wounded Warriors Project™ employees. “The Wounded Warrior Project is a cause very close to Patriot’s mission and values – to support those who have served in the United States Armed Forces,” said Thomas Loffredo, Founder and Principal of Patriot Staffing & Services. “As a veteran of the U.S. Army, this partnership is important to me on both a personal and professional level. Patriot was built with a spirit of giving back to the community, particularly the military community.”

Patriot is honored to partner with companies who are dedicated to supporting those who have served our country and intends to further expand strategic alliances and initiatives with like-minded clients and military outplacement offices.