Contact Center Operations Expert

3 weeks ago


Houston, Texas, United States Insight Global Healthcare Full time
Job Overview

We are seeking a highly skilled Contact Center Support Specialist to join our team at Insight Global Healthcare in Houston, TX. This role involves overseeing and managing the Cisco Contact Center platform to ensure its optimal performance and reliability.

Key Responsibilities

The ideal candidate will be responsible for handling customer requests, translating scheduling requirements into system modifications, and adjusting IVRs and call routing prompts. They will also develop, maintain, and troubleshoot Cisco ICM scripts to enhance operations.

Requirements

Must-haves:

  • 2+ years of experience in Contact Center support or a similar IT role.
  • Proficiency in Cisco Contact Center Enterprise, Cisco ICM Scripting, Cisco Communications Manager, and Cisco CVP.
  • Strong communication and technical writing skills.
  • Ability to manage multiple tasks with a high degree of independence.

Plusses:

  • Technical Certification – CCNA, CCNP, Cisco Contact Center Enterprise Certification, or similar.
  • Experience working in a healthcare environment.
Work Environment

This role involves collaborating with IT, operations, and other departments to implement and support contact center solutions. The ideal candidate will be responsible for ensuring the integrity and security of the Cisco platform.

Compensation

The estimated annual salary for this role is $85,000 - $110,000, depending on experience and qualifications.

Why Choose Us?

At Insight Global Healthcare, we offer a dynamic and supportive work environment that fosters growth and development. Our team is passionate about delivering exceptional results and making a positive impact on our clients' businesses.



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