WebEx Contact Center Support Manager (Cisco WebEx CC)
Location: Ridgeland, MS
Job Type: Contract
Company: IDR
Category: Systems Engineering
Job Description Apply Now
The WebEx Contact Center Support Manager (Cisco WebEx CC) is a critical leadership role within an innovative and technology-driven organization. This position is designed for an experienced professional who excels in overseeing and developing robust support functions for Cisco WebEx Contact Center environments. As a WebEx Contact Center Support Manager (Cisco WebEx CC), you will play a key part in establishing, mentoring, and guiding a technical support team that supports the organization’s contact center infrastructure. This is an excellent opportunity for someone seeking to further their career in contact center technology management while making a significant impact on operational efficiency and customer experience.
In this WebEx Contact Center Support Manager (Cisco WebEx CC) role, you will be responsible for both hands-on technical duties and strategic team leadership. The ability to balance individual contributor responsibilities with effective team management is essential. You will lead the development of best practices, facilitate the successful migration and transition of contact center platforms, and ensure that the support team meets service level agreements (SLAs) while maintaining the highest standards of customer service. Your expertise will help shape the future of the organization’s support operations for Cisco WebEx Contact Center solutions.
Those who thrive in dynamic, collaborative, and growth-oriented environments will find this opportunity particularly rewarding. As part of a team-oriented culture, you will work closely with stakeholders across the organization to build a support framework that is both scalable and responsive to evolving business needs. The WebEx Contact Center Support Manager (Cisco WebEx CC) position is offered as a contract role with the potential for long-term growth and conversion, making it a perfect fit for professionals looking to advance within the contact center technology sector.
WebEx Contact Center Support Manager (Cisco WebEx CC) - Summary- Lead and develop the internal support function for Cisco WebEx Contact Center solutions.
- Oversee Tier 1 and Tier 2 support analysts, providing technical direction and mentorship.
- Champion best practices for migrations and platform transitions.
- Play a pivotal role in the ongoing improvement of support processes and team performance.
- Contribute to a positive, team-oriented culture within the organization.
- Establish and lead a dedicated support team for WebEx Contact Center environments, focusing on operational readiness and stability.
- Balance individual contributor tasks, such as hands-on troubleshooting, with supervisory and mentorship responsibilities.
- Guide Tier 1 and Tier 2 analysts, ensuring effective knowledge transfer and skill development.
- Oversee daily Tier 2 support operations, including ticket queue management, issue prioritization, and adherence to SLAs.
- Lead and support migrations and transitions to Cisco WebEx Contact Center, coordinating with stakeholders to ensure minimal disruption.
- Develop, document, and implement best practices and processes for technical support operations.
- Provide ongoing training and support to technical staff to promote continuous improvement.
- Collaborate with internal teams to ensure seamless integration and support for new platform rollouts.
- Competitive compensation package tailored to experience and role responsibilities.
- Comprehensive benefits including medical, dental, vision, and life insurance.
- Access to employee stock ownership programs.
- Opportunity to join an award-winning organization recognized for exceptional staffing and client satisfaction.
- Supportive, team-oriented work culture with opportunities for professional growth and advancement.
- Proven hands-on experience in a senior or Tier II support capacity for Cisco WebEx Contact Center solutions.
- Strong technical background in contact center technologies, with a focus on migrations and platform rollouts.
- Demonstrated experience in training, mentoring, and leading technical teams.
- Excellent communication, problem-solving, and critical-thinking abilities.
- Self-motivated and proactive approach to managing support operations.
- A strategic thinker with hands-on technical expertise in Cisco WebEx Contact Center environments.
- Passionate about process improvement and team development.
- Skilled in balancing leadership responsibilities with direct technical support.
- Experienced in managing migrations and platform transitions in a contact center setting.
- Committed to delivering high-quality service and fostering a culture of continuous learning.
- This is a one-year contract position with the potential for longer-term employment.
- Work in a dynamic and supportive environment with opportunities for travel and remote collaboration.
- The organization is dedicated to diversity, equity, and inclusion, and welcomes applicants from all backgrounds.
- Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
- For more information on equal opportunity policies and voluntary self-identification, please refer to the company’s official resources.
If you are seeking a rewarding challenge as a WebEx Contact Center Support Manager (Cisco WebEx CC) and wish to join a forward-thinking organization, please click the apply button to submit your application today. Your expertise and leadership can help shape the future of contact center support. Don’t miss the chance to advance your career in a thriving and inclusive environment!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.