Product Manager leading Client Identity and Access Management strategy execution at KeyBank. Focused on fraud prevention and client protection in the Branch & Contact Center channels.
About the role
- Senior Contact Center Engineer leading design and support of Cisco's contact center platforms. Focusing on UCCE, AWS Connect, and enhancing customer experience across systems.
Responsibilities
- Design, deploy, and maintain Cisco Webex Contact Center and UCCE solutions including CVP, ICM, Finesse, and Gateway integrations
- Design, deploy, and maintain contact centers on the AWS Connect environment, including IVR flows, Lambda functions, and integrations with enterprise systems
- Learn and adapt to Cisco Webex Contact Center as migrations from UCCE occur to the new platform
- Collaborate with business and technical teams to gather requirements and implement routing logic, reporting, and integrations
- Collaborate with cross-functional teams to integrate CRM, workforce management, and reporting platforms
- Troubleshoot complex issues across the various contact center environments
- Lead upgrades, migrations, and capacity planning for contact center infrastructure
- Document architecture, configurations, and operational procedures
- Work and collaborate with project teams consisting of other LabCorp Voice Services Engineers, 3rd party integrators
- Participate in vendor discussions, proof-of-concepts, and readiness assessments for Webex Contact Center
- Mentor team members in deployment methodology and technical best practices
Requirements
- Bachelor's Degree
- 5 or more years experience within a national enterprise Cisco Contact Center environment
- 5 or more years of experience with Cisco UCCE, CVP, ICM scripting, and Finesse
- Hands-on experience with AWS Connect, including contact flows, Lambda, and S3
- Strong understanding of SIP, VoIP, and network protocols
- Experience with CRM integrations (e.g., Salesforce)
- Familiarity with reporting tools such as CUIC, Aceyus, AWS Connect analytics, and Webex dashboards
- Familiarity with PCI compliance
- Cisco certifications preferred
- Strong client facing skills along with strong verbal and written communication skills
- Ability to work effectively and add value as a team member
Benefits
- Medical
- Dental
- Vision
- Life
- STD/LTD
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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