Senior Webex CCaaS Admin — WFM & Calabrio Integrations

O'Reilly Auto Parts; Springfield (MO); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Stock Purchase Plan

401k with Employer Contributions

Medical Insurance

Dental Insurance

Vision Insurance

Tuition Assistance

Career Growth

Job summary

O’Reilly Auto Parts invites an experienced Sr Application Administrator to own the enterprise contact center stack. You will manage Webex Webex Control Hub and Calabrio ONE WFM, integrating with HR/payroll systems like UKG Kronos to synchronize schedules and payroll data.

This on-site role supports Telco/Network and InfoSec teams, driving incidents to root cause and optimizing customer and agent experiences.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent industry experience.
• 6–10 years in IT application administration, with 3+ years in Cisco contact center platforms.
• Cisco/Calabrio certifications preferred.

Responsibilities

• Serve as primary owner of WxCC and Control Hub tenant settings and platform governance.
• Configure WxCC flows, IVR menus, and data-driven routing across channels.
• Maintain Calabrio ONE WFM; integrate with UKG (Kronos) payroll/scheduling.
• Provide Tier 3 support, incident response, and root-cause analysis.
• Document architectures, runbooks, and upgrade/test plans.

Skills

Cisco CCaaS Expertise

WFM Platform Expertise

Enterprise Integration

Advanced Flow Design

CRM & API Integration

Webex Calling & Telephony Familiarity

Testing & Quality Assurance

Security & Compliance

Education

Bachelor’s degree in Computer Science, Information Technology, or equivalent

6–10 years IT application administration experience

Cisco/Webex/Webex Contact Center certifications (Preferred)

Tools

Webex Control Hub

Calabrio ONE

Flow Designer

UKG (Kronos)

Salesforce

Job description

O’Reilly Auto Parts invites an experienced Sr Application Administrator to own the enterprise contact center stack. You will manage Webex Webex Control Hub and Calabrio ONE WFM, integrating with HR/payroll systems like UKG Kronos to synchronize schedules and payroll data.

This on-site role supports Telco/Network and InfoSec teams, driving incidents to root cause and optimizing customer and agent experiences.