Unified Communications Contact Center Engineer Lead
Harris Health is a nationally recognized health system comprising three teaching hospitals and an extensive network of ambulatory care centers serving the people of Harris County, Texas, since 1966. Staffed by the faculty, fellows and residents from two nationally ranked medical schools, Baylor College of Medicine and The University of Texas Health Science Center at Houston (UTHealth), Harris Health is the first healthcare system in Houston to receive the prestigious National Committee for Quality Assurance (NCQA) designation for its network of patient-centered medical homes.
Each year, Harris Health provides more than 1.8 million total outpatient visits through its more than 40 ambulatory care facilities. Additionally, Harris Health sees more than 177,000 emergency visits at its Level 1 and Level 3 trauma centers and 35,000 hospital admissions through its three hospitals: Ben Taub, LBJ and Quentin Mease.
Established by voter referendum to enhance the level of charity care available in the community, Harris Health System has often received national recognition for serving those in need and for its achievements in operational excellence, such as being named to the 2011, 2012, 2013 and 2014 Most Wired Hospitals lists by the American Hospital Association’s Hospitals & Health Networks magazine.
Additionally, Harris Health System is pleased that each of its three hospitals — Ben Taub, Lyndon B. Johnson and Quentin Mease — achieved Pathway to Excellence™ designation by the American Nurses Credentialing Center.
The Unified Communications (UC) Contact Center Engineer Lead is responsible for the design, development, implementation, maintenance, and enhancement of the Cisco Contact Center Enterprise (CCE) networks, systems, and equipment. The UC contact center environment includes the Cisco Contact Center Enterprise infrastructure, CUIC reporting server, Finesse agent desktop, associated recording/WFM suite of applications, and related VXML and CUBE gateways, network switches, Cisco UC servers, collaboration tools, and monitoring systems.
The UC Contact Center Lead will set the technical direction for Cisco Contact Centers across the enterprise, working closely with the UC lead/team. The engineer also plans and executes contact center design and deployment, as well as collaboration tool upgrades and migration activities from legacy call center/ACD systems
Three (3) years in managing Contact Center/voice projects or serving as the team lead
TYPICAL DUTIES THAT MAY BE PERFORMED:
1. Service Support
o Leads team in performing analysis of UC Contact Center System problems, as well as provides highest-level crisis management.
2. Teamwork and Collaboration
o Provides technical design for projects, including project management of internal projects.
3. Design and Engineering
o Consults, assesses or audits, designs, and interviews customers to determine high level technical requirements.
o Complies with all mandatory training,
Benefits and EEOC
Harris Health System benefits program is designed to provide you with more flexibility and choices in meeting your specific needs. Harris Health System benefits program allows you to protect your income in case of illness, death and disability, and to help you save for retirement.