Manager - Contact Center Technologies

Job Summary

What makes ITG unique as a technology company is that our solutions ultimately impact the care of patients. Although our skills are needed in a number of industries, we in ITG apply them specifically to the noble cause of healthcare. We are "Healthcare Inspired." It is this guiding vision that pervades and positively influences every level of our organization. It shapes our mission, defines our values, and brings our leaders and employees together in a shared enthusiasm for their work, setting ITG apart as a uniquely purpose-driven company in the IT industry.

We are seeking an experienced Manager - Cisco UCCE to lead and support contact center operations within a US-based healthcare environment. This role will be responsible for managing Cisco Unified Contact Center Enterprise (UCCE) platforms, ensuring high availability, and leading an offshore support team to deliver reliable, compliant, and high-quality services.

The ideal candidate combines strong technical expertise in Cisco contact center technologies with leadership experience managing global teams and a solid understanding of healthcare compliance and operational requirements.

Responsibilities

• Lead the design, implementation, and ongoing support of Cisco UCCE / Contact Center solutions.
• Manage and mentor an offshore technical support team, ensuring performance, SLAs, and quality standards are met.
• Act as the primary point of contact for UCCE operations, escalations, and incident management.
• Ensure 24/7 system availability, performance monitoring, and proactive issue resolution.
• Collaborate with business stakeholders, clinical teams, and IT leadership to align contact center solutions with healthcare workflows.
• Oversee call routing, scripting (ICM), CVP, Finesse, and reporting (CUIC).
• Ensure compliance with HIPAA and healthcare data security standards.
• Drive continuous improvement initiatives, automation, and system optimization.
• Manage vendor relationships and coordinate with Cisco TAC when required.
• Develop and maintain documentation, SOPs, and knowledge base articles.
• Support capacity planning, upgrades, and system enhancements. Ensure adherence to US healthcare regulations, including HIPAA, data privacy, and security standards.
• Support audits, compliance reviews, and risk assessments.
• Enforce access controls, incident response procedures, and data protection policies.
• Continuous Improvement.
• Identify automation opportunities to improve efficiency and reduce manual effort.
• Drive process improvements using metrics such as MTTR, incident volume, and SLA compliance.
• Support application upgrades, releases, and transition of new applications into support.
• Required Qualifications.
• Regular project communication with IT and business leadership.
• Responds to and resolves customer requests in a timely manner.

Education Experience

• Bachelor's 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 experience with Cisco UCCE architecture, CVP (Customer Voice Portal), Finesse, ICM scripting, and CUIC reporting.
• Experience managing offshore or distributed teams.
• Knowledge of ITIL processes (incident, problem, change management).
• Strong troubleshooting and performance tuning skills. Proven experience managing offshore teams supporting US time zones.
• Excellent communication and stakeholder management skills.

Must Have Skills

• 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.
• Working knowledge of technology and correlation to solving business problems.
• Working knowledge of vendor management principles and procedures.
• Good understanding of statistical methods and metrics development.
• Strong Program/Project Management Skills - Demonstrated success in large project implementations.
• Leadership and team building.
• Time management and organizational skills.
• Leadership and team management across global teams.
• Strong communication and stakeholder management skills.
• Ability to handle high-pressure production environments.
• Strategic thinking with hands-on technical depth.

Nice to Have Skills

• Results-oriented with an eye towards business results as the objective.
• Typical work week hours can vary depending on workload and project deliverables.
• Rotating nights and weekends required.
• Prolonged sitting and office environment.
• Excellent problem-solving and analytical skills.
• Willingness to contribute to a positive and inclusive team culture.

Licenses, Certifications Training

• N/A

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.