Labcorp

Senior Contact Center Engineer

Labcorp

full-time

Posted on:

Location Type: Hybrid

Location: Durham • North Carolina • United States

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Job Level

Senior

Tech Stack

AWSVoIP

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Cisco Webex Contact CenterUCCECVPICM scriptingFinesseAWS ConnectLambdaSIPVoIPnetwork protocols
Soft Skills
client facing skillsverbal communicationwritten communicationteam collaborationmentoringtroubleshootingcapacity planningdocumentationrequirements gatheringleadership
Certifications
Bachelor's DegreeCisco certifications