Insight Global is seeking an experienced Contact Center Support Specialist to join one of our top healthcare provider's IT Team in Houston, TX. The ideal candidate will be responsible for overseeing and managing the Cisco Contact Center platform, ensuring its optimal performance and reliability. They will handle customer requests, translate scheduling requirements into system modifications, and adjust IVRs and call routing prompts. This role involves developing, maintaining, and troubleshooting Cisco ICM scripts to enhance operations. The specialist will provide advanced technical support, perform regular system maintenance, and ensure the integrity and security of the Cisco platform. Collaboration with IT, operations, and other departments is essential to implement and support contact center solutions.
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
Compensation:
$32-$38/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.