Infrastructure Support Specialist, Cisco Contact Center

3 weeks ago


Livonia, Michigan, United States Trinity Health Full time
Job Summary

As an Infrastructure Support Specialist, you will be responsible for the administration and operations of Cisco Contact Center Enterprise. This role requires a strong understanding of Cisco Contact Center Architecture and proficiency with UCCE configuration and Scripting Tools.

Key Responsibilities

Administration and Day-Two support of Cisco Contact Center Enterprise
Responsible for Cisco Contact Center administration and operations
Receive and address incidents and requests from users, agents, and other stakeholders
Gather detailed information about issues reported to understand the nature and urgency of the problem
Address basic configuration changes, and connectivity issues
Configure and customizing contact center applications to meet specific business needs
Set up call routing rules, IVR (Interactive Voice Response) systems, and agent workflows
Provide assistance to contact center agents and other users with basic system usage, configuration, and troubleshooting
Offer guidance on best practices and procedures for using contact center tools and applications

Requirements

Associates degree, bachelor's degree preferred and a minimum of three (3) to five (5) years of directly related experience with communications infrastructure (network/telephony) equipment and procedures or equivalent combination of education and experience
Considerable knowledge or three (3) to five (5) years of hands-on experience administering Cisco Contact Center Enterprise
Strong written and verbal communication skills to effectively interact with end users, technical staff, and vendors of differing professional levels
Ability to meet deadlines and set priorities
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health

Additional Information

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. We integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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