Overview and Responsibilities

Summary

We are seeking a dedicated Telecom Manager / Cisco Webex Administrator for our Information Systems Technology department. The Telecom Manager / Cisco Webex Administrator provides operational and administrative support for a hosted Cisco Webex Calling and Webex Contact Center environment. This role focuses on call center workflows, user provisioning, and day-to-day system operations to ensure reliable voice and contact center services across distributed teams.

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Provide operational support for Cisco Webex Calling and Webex Contact Center in a cloud-based environment
• Configure and maintain call flows, IVRs, auto attendants, and call queues
• Set up and troubleshoot call center workflows and routing logic
• Monitor system health and call quality using Webex Control Hub; escalate issues as needed
• Provision users, manage licenses, and maintain role-based access controls
• Support integrations with Microsoft 365 and Salesforce
• Assist with migration of users from Cisco Call Manager to Webex Calling
• Document procedures and support end-user training
• Stay current on Webex updates and assist with testing and feature rollouts
• Support predictive dialers and outbound calling campaigns
• Performs other duties as assigned

Qualifications

Employment is contingent on

• Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws.
• Drug screen (when applicable for the position)
• Compliance with healthcare facility credentialing process (when applicable for the position)
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

• Bachelor's degree in information technology or related field (or equivalent experience)
• Two years of experience supporting Cisco Webex in a hosted/cloud environment
• Advanced understanding of call center operations and Webex Control Hub
• Strong knowledge of VoIP protocols and network fundamentals
• Expert troubleshooting and communication skills
• Experience integrating Webex and Salesforce platforms
• Knowledge of API based automation and workflow orchestration tools
• Familiarity with SSO, Active Directory, and identity management in cloud environments

Preferred Education and/or Experience

• Cisco certifications (e.g., Webex Contact Center Specialist, CCNA/CCNP) are a plus but not required.
• Exposure to AI powered call analytics, chatbots, or virtual agents is a plus.
• Knowledge of Nice InContact

Skills, Knowledge and Abilities

• Effectively communicate in English; both oral and written, with customers, location employees and vendors to ensure questions and concerns are processed in a timely manner
• Helpful, knowledgeable and polite while maintaining a positive attitude
• Maintain confidentiality and practice discretion and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management and deductive problem solving skills
• Work independently and as part of a team

Physical Demands

• Requires sitting, walking, standing, talking or listening
• Requires close vision to small print on computer and or paperwork
• Occasionally move equipment such as a personal computer or display weighing up to 25 pounds

Machines, Equipment and Technical Abilities

• Email transmission and communication
• In-depth understanding of core technology issues, including network protocols, cryptography, virtualization technology, Cyber threat and defense processes
• Internet navigation and research
• Interpret a variety of instructions in a variety of communication mediums
• Knowledge of multiple operating system environments, including UNIX, Linux, Windows, ESX, as well as exposure to industry products, terminology and trends
• Microsoft applications including but not limited to Word, Excel, Power-Point, Publisher, Access, etc.
• Office equipment; fax machine, copier, printer, phone and computer
• Understanding of enterprise level network technologies such as, IP Routing and Switching, Firewalls, Load Balancers, VPN, DNS, DHCP
• Understanding of enterprise level security tools including proactive monitoring, SIEM, AI security monitoring, mobile security, endpoint security, network security, etc.
• Understanding of enterprise level telecommunications technologies such as, MPLS, SDWAN, VoIP phone system, call center environment, call routing, SIP trunking

Rotech Information

Benefits

• Generous paid time off and paid holidays
• Overtime pay for non-exempt positions (as applicable)
• Commission for Account Executives
• Bonus and incentive opportunities
• Fixed and variable car reimbursement for Area Managers and Account Executives
• Car, mileage, and telephone reimbursement (as applicable)
• Employee discount and recognition programs
• Employee Assistance Program (EAP)
• 401(k), HSA, and FSA/Dependent Care FSA
• Medical, prescription, dental, and vision coverage
• Life insurance, disability, accidental death, identity protection, and legal services
• Meru Health mental health and Mercer SmartConnect Medicare programs
• Livongo Diabetes and High Blood Pressure programs
• Healthcare Bluebook and RX Savings Solutions programs
• Hepatitis B (HEPB) and TB vaccinations

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All positions are posted for a minimum of five (5) days and remain open until filled by a qualified applicant, generally no longer than 200 days. Thank you for your interest in Rotech Healthcare Inc.

Florida applicants - Background screening is required through the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/