Manager - Contact Center Technology

As a Manager for Cisco UCCE at ITG, you will play a crucial role in leading and supporting contact center operations within a US-based healthcare environment. Your responsibilities will include: - Leading the design, implementation, and ongoing support of Cisco UCCE / Contact Center solutions - Managing and mentoring an offshore technical support team to ensure performance, SLAs, and quality standards are met - Acting as the primary point of contact for UCCE operations, escalations, and incident management - Ensuring 24/7 system availability, performance monitoring, and proactive issue resolution - Collaborating with business stakeholders, clinical teams, and IT leadership to align contact center solutions with healthcare workflows - Overseeing call routing, scripting (ICM), CVP, Finesse, and reporting (CUIC) - Ensuring compliance with HIPAA and healthcare data security standards - Driving continuous improvement initiatives, automation, and system optimization - Managing vendor relationships and coordinating with Cisco TAC when required - Developing and maintaining documentation, SOPs, and knowledge base articles - Supporting capacity planning, upgrades, and system enhancements Qualifications required for this role include: - Bachelors degree in Information Technology, Computer Science, or related field - 8+ years of experience in Cisco Contact Center technologies (UCCE/UCCX) - 3+ years of experience in a leadership or managerial role - Strong troubleshooting and performance tuning skills - Experience managing offshore or distributed teams - Knowledge of ITIL processes (incident, problem, change management) Skills and capabilities needed for success in this role: - Experience in US healthcare environments (payer/provider systems) - Understanding of HIPAA, PHI, and regulatory compliance - Cisco certifications (CCNP Collaboration / CCIE Collaboration preferred) - Experience with cloud contact center solutions (Webex CC, Genesys, etc.) - Familiarity with integration to EHR systems (Epic, Cerner) - Proven coach with a track record of developing staff and recruiting highly skilled candidates - Strong Program/Project Management Skills - Leadership and team building skills - Strong communication and stakeholder management skills - Strategic thinking with hands-on technical depth - Process improvement and automation mindset In addition, you should be results-oriented with a focus on business outcomes, willing to work rotating nights and weekends depending on workload, and possess excellent problem-solving and analytical skills. Your dedication to contributing to a positive and inclusive team culture will be essential in this role. As a Manager for Cisco UCCE at ITG, you will play a crucial role in leading and supporting contact center operations within a US-based healthcare environment. Your responsibilities will include: - Leading the design, implementation, and ongoing support of Cisco UCCE / Contact Center solutions - Managing and mentoring an offshore technical support team to ensure performance, SLAs, and quality standards are met - Acting as the primary point of contact for UCCE operations, escalations, and incident management - Ensuring 24/7 system availability, performance monitoring, and proactive issue resolution - Collaborating with business stakeholders, clinical teams, and IT leadership to align contact center solutions with healthcare workflows - Overseeing call routing, scripting (ICM), CVP, Finesse, and reporting (CUIC) - Ensuring compliance with HIPAA and healthcare data security standards - Driving continuous improvement initiatives, automation, and system optimization - Managing vendor relationships and coordinating with Cisco TAC when required - Developing and maintaining documentation, SOPs, and knowledge base articles - Supporting capacity planning, upgrades, and system enhancements Qualifications required for this role include: - Bachelors degree in Information Technology, Computer Science, or related field - 8+ years of experience in Cisco Contact Center technologies (UCCE/UCCX) - 3+ years of experience in a leadership or managerial role - Strong troubleshooting and performance tuning skills - Experience managing offshore or distributed teams - Knowledge of ITIL processes (incident, problem, change management) Skills and capabilities needed for success in this role: - Experience in US healthcare environments (payer/provider systems) - Understanding of HIPAA, PHI, and regulatory compliance - Cisco certifications (CCNP Collaboration / CCIE Collaboration preferred) - Experience with cloud contact center solutions (Webex CC, Genesys, etc.) - Familiarity with integration to EHR systems (Epic, Cerner) - Proven coach with a track record of developing staff and recruiting highly skilled candidates - Strong Program/Project Management Skills - Leadership and team building skills - Strong communication and stakeholder management skills - Strategic thinking with hands-on technical depth - P