Webex Contact Center Engineer

Herc Rentals Inc.; Florida; Vor Ort; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, Vision

401(k) with company match

Paid Time Off

Employee Stock Purchase Program

Tuition Reimbursement

Zusammenfassung

Herc Rentals Inc. in Bonita Springs, FL is seeking a Webex Engineer to design, configure, and support the Cisco Webex Contact Center and Webex Calling across the enterprise, including 145 concurrent agents and 600 branches.

You will own platform health, security, and governance while partnering with Network, Security, and Operations teams. The role emphasizes hands-on engineering, ITSM change control, and cross-site collaboration to ensure high availability and optimal voice services.

Qualifikationen

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent experience.
• 3+ years administering and supporting a cloud/enterprise contact center platform (Cisco Webex CC, Cisco UCCX/UCCE, or equivalent).
• Hands-on experience with Cisco Webex Calling and Webex Control Hub administration.

Aufgaben

• Administer and maintain Webex Contact Center tenant, including entry points, queues, teams, and profiles.
• Design and manage call routing flows, IVR scripts, prompts, and skills-based routing.
• Configure agent/supervisor desktops, recording, screen pop, and QM features.
• Provision agents, teams, and queue membership; coordinate with CC Ops.
• Integrate contact center with CRM (Salesforce) and reporting platforms via APIs.
• Troubleshoot routing, voice quality, and connectivity; escalate as needed.
• Monitor platform health, capacity, and licensing; implement optimizations.
• Plan releases and configuration changes through ITSM processes.
• Build reports/dashboards on queue performance and agent metrics.

Kenntnisse

Webex

VoIP

SIP

Control Hub

RBAC

Security

Cisco Calling

Ausbildung

Bachelor's degree in IT/CS

Tools

Cisco Webex Control Hub

Salesforce integration

APIs & connectors

Jobbeschreibung

Herc Rentals Inc. in Bonita Springs, FL is seeking a Webex Engineer to design, configure, and support the Cisco Webex Contact Center and Webex Calling across the enterprise, including 145 concurrent agents and 600 branches.

You will own platform health, security, and governance while partnering with Network, Security, and Operations teams. The role emphasizes hands-on engineering, ITSM change control, and cross-site collaboration to ensure high availability and optimal voice services.