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Wilkes-Barre, Pennsylvania
Posted: 30-Sep-25
Location: Akron, Ohio
Categories:
Internal Number: 28656
Full Time
40 Hours/Week
Monday - Friday, 8:00am - 4:30pm
Onsite, 5 days/week
On-Call Rotation Required
Travel Required
Summary:
The Cisco Webex Contact Center Engineer is responsible for the design, implementation, and support of Cisco Webex Contact Center solutions that facilitate high-quality patient communication across clinical and administrative functions.
Duties and Responsibilities:
- Lead the architecture and deployment of Cisco Webex Contact Center solutions to support the vast inbound patient calling experience.
- Configure advanced call flows, IVRs, ACDs, Agent workflows, and routing logic optimized for patient experience and clinical priorities.
- Maintain system uptime and quality of service through proactive monitoring, upgrades, and troubleshooting.
- Provide Tier 2/3 support for incidents related to telehealth contact operations and patient service communications.
- Ensure that contact center configurations and data flows comply with HIPAA.
- Implement secure workflows for handling Protected Health Information (PHI) and personally identifiable information (PII).
- Build custom dashboards and reports to measure patient satisfaction, call resolution times, and agent performance.
- Recommend and implement optimizations based on trends in call volume, patient needs, and clinical workflows.
- Partner with clinical operations, revenue cycle, and patient engagement teams to align technology with patient care goals.
- Provide training and documentation to support staff and non-technical users in using Webex CC tools effectively.
Other information:
Technical Expertise:
1. Familiarity with Cisco Control Hub, Webex Calling, CUCM, and enterprise cloud security best practices.
- Experience with scripting (JavaScript, Python) for automation and API integrations preferred
- Experience working with WFM (Workforce Management) or QM (Quality Monitoring) tools tailored for healthcare operations preferred
- Strong troubleshooting and call flow design skills
- Travel throughout the Akron Children's network of health centers is required for this position
Education and Experience
1. Education: High school Diploma or equivalent
2. Licensure: None
3. Certification: None
4. Years of relevant experience:
- 3 years of hands-on experience with Cisco Webex Contact Center.
- Deep knowledge of VoIP, SIP, ACD, IVR, and telephony integration required
- Experience with EHR, CRM, and healthcare application integrations required
- Years of supervisory experience: None
Full Time
FTE: 1.000000