WHY MTS?:

• Founded and headquartered in San Antonio with local ownership, you will have the opportunity to learn from the brightest in the industry in an in-person office setting.
• Join a fast-growing consultancy in a position with growth and promotional opportunities.
• Develop life-long relationships with leaders and mentors across a spectrum of functions.
• MTS is a values-based and people-centric firm as evidenced by our reviews on Google and Glassdoor!
  Job Summary:
  We are seeking an experienced and highly motivated Cisco UCCE Contact Center Engineer to support and enhance our enterprise contact center infrastructure across a leading healthcare system. This role will be instrumental in designing, implementing, and maintaining Cisco UCCE and associated telephony technologies to ensure seamless communication between patients, providers, and staff. Based in Oklahoma City, this engineer will work closely with clinical and operational teams to deliver secure, reliable, and patient-centered contact center solutions.

Key Responsibilities:

• Design, configure, and support Cisco Unified Contact Center Enterprise (UCCE) infrastructure, including CVP, ICM, Finesse, and CUCM integrations.
• Collaborate with cross-functional healthcare teams to define call flows and optimize patient and staff communication pathways.
• Develop and maintain scripts, routing strategies, and custom configurations to align with healthcare service line needs.
• Troubleshoot and resolve complex issues across the UCCE platform, ensuring high availability and minimal disruption to patient services.
• Monitor system performance, conduct health checks, and implement proactive improvements.
• Document call flow diagrams, system architecture, and technical configurations in alignment with HIPAA and other regulatory standards.
• Partner with voice, network, and security teams to ensure seamless and compliant integration with the broader IT ecosystem.
• Provide on-call support and participate in scheduled maintenance windows as needed.

Qualifications:

• Bachelor’s degree in Information Technology, Engineering, or related field (or equivalent experience).
• 5+ years of experience with Cisco UCCE (ICM, CVP, Finesse, CUCM, and related components).
• Strong knowledge of enterprise contact center operations, preferably in a healthcare or regulated environment.
• Proficiency in scripting (ICM scripting, VXML, JavaScript, or equivalent) and familiarity with call recording, reporting, and workforce optimization tools.
• Solid understanding of VoIP technologies, SIP, gateways, and QoS best practices.
• Experience working with third-party integrations such as CRM, EMR systems (e.g., Epic, Cerner), and databases is a plus.
• Excellent communication skills with the ability to translate technical issues into business-friendly language.
• Cisco certifications such as CCNP Collaboration or Cisco Certified Specialist – Contact Center are strongly preferred.

Work Environment:
This position is based in Oklahoma City and may include hybrid on-site and remote work. Occasional travel to healthcare facilities may be required for system assessments and deployments

• Design, configure, and support Cisco Unified Contact Center Enterprise (UCCE) infrastructure, including CVP, ICM, Finesse, and CUCM integrations.
• Collaborate with cross-functional healthcare teams to define call flows and optimize patient and staff communication pathways.
• Develop and maintain scripts, routing strategies, and custom configurations to align with healthcare service line needs.
• Troubleshoot and resolve complex issues across the UCCE platform, ensuring high availability and minimal disruption to patient services.
• Monitor system performance, conduct health checks, and implement proactive improvements.
• Document call flow diagrams, system architecture, and technical configurations in alignment with HIPAA and other regulatory standards.
• Partner with voice, network, and security teams to ensure seamless and compliant integration with the broader IT ecosystem.
• Provide on-call support and participate in scheduled maintenance windows as needed