Senior Contact Center Engineer

Labcorp-posted 2 months ago

Full-time • Senior

Durham, NC

Ambulatory Health Care Services

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We are seeking a highly skilled and experienced Senior Contact Center Engineer to lead the design, implementation, and support of our enterprise contact center platforms. This role requires deep expertise in Cisco Unified Contact Center Enterprise (UCCE), CVP, ICM scripting, and related technologies and integrations. The role also requires support of the AWS Connect and Webex Contact Center platforms. The ideal candidate will play a key role in optimizing customer experience and driving innovation across our various contact center platforms. This hybrid position offers a balanced schedule of a minimum of three in-office days at an assigned location to be in Durham, NC, supporting both collaboration and flexibility.

Design, deploy, and maintain Cisco Webex Contact Center and UCCE solutions including CVP, ICM, Finesse, and Gateway integrations.
Design, deploy, and maintain contact centers on the AWS Connect environment, including IVR flows, Lambda functions, and integrations with enterprise systems.
Learn and adapt to Cisco Webex Contact Center as migrations from UCCE occur to the new platform.
Collaborate with business and technical teams to gather requirements and implement routing logic, reporting, and integrations.
Collaborate with cross-functional teams to integrate CRM, workforce management, and reporting platforms.
Troubleshoot complex issues across the various contact center environments.
Lead upgrades, migrations, and capacity planning for contact center infrastructure.
Document architecture, configurations, and operational procedures.
Work and collaborate with project teams consisting of other LabCorp Voice Services Engineers, 3rd party integrators.
Participate in vendor discussions, proof-of-concepts, and readiness assessments for Webex Contact Center.
Mentor team members in deployment methodology and technical best practices.

5+ years of experience with Cisco UCCE, CVP, ICM scripting, and Finesse.
Hands-on experience with AWS Connect, including contact flows, Lambda, and S3.
Ability to learn and adapt to Cisco Webex Contact Center.
Strong understanding of SIP, VoIP, and network protocols.
Experience with CRM integrations (e.g., Salesforce).
Familiarity with reporting tools such as CUIC, Aceyus, AWS Connect analytics, and Webex dashboards.
Strong problem-solving skills that include the ability to assess a problem and determine an effective course of action.
Familiarity with PCI compliance.
Strong client facing skills along with strong verbal and written communication skills.
Ability to maintain and foster a close working relationship with LabCorp Contact Center Supervisors and Staff while providing overall customer satisfaction and managing customer expectations.
A can-do, upbeat attitude is required, with the willingness to go the extra mile to ensure customer satisfaction.
Experience with project management and resource tracking techniques.

Cisco certifications (e.g., CCNP Collaboration, CCIE Collaboration) and AWS certifications (e.g., AWS Certified Solutions Architect) are a plus.
Experience with Java and XML or VXML for automation and integration are a plus.
Experience with Cisco routing and switching are a plus.
Experience supporting enterprise WAN environments with MPLS-based carrier-provided services are a plus.

Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.

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