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Job Summary

The candidate will have experience with Cisco WebEx Connect, Cisco Contact Center Enterprise. They will be responsible for using APIs and SDKs to build applications and workflows that improve end-to-end customer journeys and operational efficiency.
Work with stakeholders to convert business requirements into technical solutions as well as deliver these into a fully functional applications or workflows that meets the user’s needs. Deliver on strategic, technological visions by managing detailed analysis, design, support the Contact Center Technology Solutions including upgrades, migrations, and feature implementations. Interact with technology vendors, internal stake holders to enhance processes and resolve problems.

NOTE:This hybrid role can be located in CHICAGO IL or RICHARDSON TX ~ relocation will not be offered; sponsorship is not available.

Required Job Qualifications:

• Bachelor’s degree in Information Technology or MIS or 6+ years of work experience in designing, developing, deploying contact center solutions (Voice, IVR, and Multi-channel)
• 6+ years of configuration management tools
• Proficient in SQL and ability to write queries
• Experience in VXML scripting and IVR development.
• Experience working with voice-related technologies including TTS & ASR, NLP,NLU, and VoiceXML
• Experience with large scale call center environments and deployments.
• Capability to communicate effectively with technical and non-technical audiences.
• Ability to lead and give technical direction as well as train and mentor.
• Demonstrated excellent written and verbal communication skills.
• Experience with Word, Excel, Presentation, Project, and Visio.
• Excellent interpersonal skills with the ability to handle challenging situations.
• A self-starter with the ability to work independently and in a collaborative team environment.
• Desire for continued technical growth
• Take ownership of assigned tasks with minimal supervision
• Work with various business teams to develop and provide complete solutions
• Experience and knowledge of call center metrics and reporting concepts
• Experience in CTI integrations
• Knowledge of Networks/EXI hosts, VMware, systems

Preferred Job Qualifications:

• Experience with Google CCAI and developing flows via Dialog Flow
• Experience with integration of Cisco WebEx Contact Center with other systems, such as CRM platforms, telephony systems, and analytics tools
• Experience with enabling outbound customer interactions in Webex connect via APIS or files based on contextual customer and business actions and events
• Understanding of Webex connect and associated echo systems
• Excellent interpersonal and communication skills

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HCSC Employment Statement:

We are an Equal Opportunity Employment / Affirmative Action employer dedicated to providing an inclusive workplace where the unique differences of our employees are welcomed, respected, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.

Base Pay Range

$88,700.00 - $160,200.00