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Details
Posted: 30-Sep-25
Location: Akron, Ohio
Categories:
Operations
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
About Akron Children's
More Than a Job. It’s loving what you do - and why you do it. Akron Children’s Hospital is ranked among the best pediatric hospitals by U.S. News & World Report, but it’s our compassionate approach to treatment that sets us apart. It’s creating special high-fives. Thinking of new ways to spark a smile. Holding hands to offer comfort. And working to get a giggle that brightens a room. The minute you walk into Akron Children’s, you can sense that people here love what they do. From visits with the Doggie Brigade, to the balloons and smiles in the halls, the sights and sounds are all about one thing: the children. We are the largest pediatric healthcare system in Northern Ohio and one of the fastest growing in the country. Akron Children’s has two hospital campuses in Northeast Ohio: one in Akron and the other in Boardman in the Mahoning Valley. With two hospital campuses, regional health centers and more than 50 primary and specialty care locations throughout Ohio, we’re making it easier for today’s busy families - regardless of where they live - to find the high-quality care they need. No matter which of our locations you choose, you’ll see that when you give the most, you get more—...support, rewards and satisfaction. CAREER OPPORTUNITIES: It’s making the most of your days. Our passion is felt every day in the way people care at every level. Whether you are working with children face-to-face, or behind the scenes supporting the care and services we deliver, you impact futures. Visit us and see why it’s more than just a place to work. It’s a family. Apply today at careers.akronchildrens.org.
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