Sr Application Administrator- Webex Contact Center/Calabrio

O'Reilly Auto Parts • Headquarters, KY

6d • Onsite

About The Position

The Sr Application Administrator ensures the operational health, security, availability, performance, and reliability of the enterprise contact center environment. This role owns end-to-end administration, support, and optimization of the Cisco Webex Contact Center (WxCC) platform via Webex Control Hub, along with the Calabrio ONE Workforce Management (WFM) ecosystem, including quality management and analytics modules. The role requires familiarity with Webex Calling and how its telephony/call-flow dependencies impact WxCC routing, and partners closely with Telco/Network, Infrastructure, and InfoSec teams for underlying carrier, connectivity, and security needs. A key focus is designing, building, and maintaining integrations between Calabrio WFM and enterprise HR/payroll systems such as UKG (Kronos) to synchronize agent scheduling, payroll data, and operational metrics. The role serves as the Tier 3 technical authority for the contact center application stack and partners with business operations, telephony/network teams, Cisco TAC, and Calabrio support to drive incidents to root cause and continuously improve the customer and agent experience. This is an on-site position located in Springfield, MO. Remote work is not an option for this position.

Requirements

• Deep experience implementing, configuring, and optimizing WxCC and Webex Control Hub.
• Hands-on experience implementing, configuring, and supporting Calabrio ONE WFM (or closely related Cisco Workforce Optimization suites).
• Working knowledge of data flows between WFM suites and UKG (Kronos), Workday, or other payroll/HRIS platforms, partnering with Infrastructure/Integration teams for deep platform-level troubleshooting.
• Demonstrated ability to build complex multi-channel journeys, IVR menus, and data-driven routing in Flow Designer.
• Experience with REST APIs, webhooks, and database connectors for CRM data dips and intelligent routing; scripting (Python, PowerShell) for automation a plus.
• Familiarity with Webex Calling architecture and how it integrates with WxCC to support telephony routing and call flow; working knowledge of VoIP/SIP, PSTN connectivity, QoS, and call-quality concepts. Deep carrier/network troubleshooting is supported by dedicated Telco/Infrastructure teams.
• Competency designing, executing, and reporting on system tests validating telephony, routing logic, scheduling rules, and backend integrations.
• Familiarity with practices ensuring confidentiality, integrity, and availability of contact center data and access control management via Control Hub; partners with InfoSec for policy, PCI-DSS, and recording compliance requirements.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent industry experience.
• 6–10 years in IT application administration, with 3+ years dedicated to Cisco contact center platforms and integrated WFM software.

Nice To Haves

• Scripting (Python, PowerShell) for automation
• Cisco Certified Specialist – Webex Contact Center
• Calabrio Certified Administrator

Responsibilities

• Serve as primary owner of Webex Control Hub tenant settings, org-wide policies, and platform governance for the contact center environment
• Administer WxCC tenant configuration via Webex Control Hub: entry points, queues, teams, sites, skill profiles, agent/supervisor profiles, Desktop layouts, and multimedia (voice, chat, email, SMS) channels
• Manage user provisioning, licensing, role-based access, and SSO/identity integration in Control Hub
• Monitor, identify, and correct complex software and routing defects within WxCC to maintain fully functioning omni-channel applications
• Plan and execute configuration changes and Cisco feature adoption with documented test and rollback plans; track Cisco release notes and assess impact ahead of platform updates
• Design, configure, and test routing strategies and customer journeys using WxCC Flow Designer, including IVR menus, callbacks, business-hours logic, and data-driven routing
• Configure HTTP/database connectors and REST APIs within flows to perform data dips into CRMs (e.g., Salesforce, ServiceNow) for intelligent routing and screen pop
• Validate voice and digital channel performance and quality after every routing change
• Configure and maintain the Calabrio ONE WFM toolset: forecasting, scheduling, intraday management, and real-time adherence modules
• Partner with Infrastructure/Integration teams to build and maintain data integrations between Calabrio and UKG (Kronos) or other HR/payroll systems, syncing schedules, exceptions, payroll data, and operational metrics
• Monitor integration pipelines (file feeds, APIs, middleware) for failures and data-quality issues, escalating to Infrastructure/Integration teams as needed
• Maintain historical data feeds from WxCC into Calabrio to ensure forecast accuracy
• Provide advanced fault isolation, log analysis, and issue resolution within Webex Control Hub and the Calabrio cloud tenant to minimize downtime, partnering with Telco/Network, Infrastructure, and InfoSec teams on carrier, connectivity, and security matters
• Troubleshoot WxCC application-level call-quality symptoms (latency, jitter, MOS) and agent desktop problems; escalate carrier/PSTN faults and Webex Calling telephony issues to Telco/Network partners; own escalations to Cisco TAC and Calabrio support
• Resolve complex Tier 3 queries from business units, agents, and vendors regarding routing logic, WFM schedules, and Kronos synchronization
• Participate in on-call rotation for business-critical contact center outages; conduct post-incident reviews and implement preventive fixes
• Analyze contact center themes and trends using WxCC Analyzer and Calabrio reporting/analytics to deliver actionable operational and payroll reports for leadership
• Document “as-is” and “to-be” contact center architectures, call flows, WFM integration mappings, runbooks, and change logs to support cloud migration and operational continuity
• Evaluate emerging CCaaS and AI capabilities (e.g., Webex AI Agent/AI Assistant, Calabrio AI-driven forecasting) for organizational impact and fit
• Maintain deep, current expertise across WxCC, Control Hub, Calabrio releases, and Cisco cloud collaboration roadmap; cross-train and mentor junior administrators

Benefits

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions Starting Day One
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

What This Job Offers

• Job Type: Full-time
• Career Level: Senior