Job Purpose

The Webex Engineer is responsible for the design, configuration, administration, and ongoing support of the Cisco Webex Contact Center and associated Webex Calling environment at Herc Rentals. This role owns the technical health of the contact center platform, including routing flows, queues, entry points, agent experience, integrations, security/access controls, and reporting, supporting approximately 145 concurrent agents, corporate office, & 600 branches across the enterprise.

This individual serves as the primary technical point of contact for all Webex Contact Center matters, partnering closely with the Senior Voice Engineer, Network and Collaboration teams, Contact Center Operations, Security, and Cisco / VAR. The role combines hands-on engineering with day-to-day administration and operational support, and is expected to maintain a highly available, secure, well-governed, and well-documented service.

What you will do...

• Administer and maintain the Webex Contact Center tenant, including entry points, queues, teams, skills, agent profiles, desktop layouts, and business-hours configuration.
• Design, build, and maintain call routing flows, IVR scripts, prompts, announcements, and skills-based routing to meet business requirements.
• Configure and support agent and supervisor desktops, call recording, screen pop, and quality management features.
• Provision and manage agents, teams, and queue membership in coordination with Contact Center Operations.
• Integrate the contact center with CRM (Salesforce), workforce management, recording, and reporting platforms via supported APIs and connectors.
• Troubleshoot call routing, voice quality, agent connectivity, and desktop issues; lead resolution and escalate to Cisco TAC / VAR when required.
• Support Webex Calling where it intersects with the contact center, including numbers, PSTN, local gateways, and E911 for agent locations.
• Monitor platform health, capacity, and license consumption; recommend and implement optimizations.
• Plan and execute releases, upgrades, and configuration changes through the standard ITSM change-control process.
• Build and maintain reports and dashboards for queue performance, service levels, abandonment, and agent metrics.
• Create and maintain technical documentation, runbooks, and knowledge articles; provide Tier 2/3 support behind the Service Desk.
• Administer and maintain Cisco Webex Calling infrastructure across multiple branch locations, ensuring reliable voice communications, high call quality, and 99%+ uptime for distributed teams.
• Manage end-to-end provisioning, configuration, and troubleshooting of Webex Calling lines, extensions, and auto-attendants for branch offices, reducing call routing issues and improving first-call resolution times.
• Coordinate with network and telecom vendors to deploy and optimize Webex Calling rollouts for new and existing branches, standardizing configurations, enforcing security best practices, and minimizing service disruptions during migrations.

Additional Duties

Security, Access & Records Management

• Manage role-based access controls (RBAC) for the Webex Contact Center and Webex Calling environments, ensuring agent, supervisor, and administrator access aligns with job function and least-privilege principles.
• Conduct periodic access reviews and user entitlement audits within Control Hub and related integrated platforms, removing or adjusting access as roles change.
• Configure and maintain call recording retention policies in accordance with internal records management standards and business/legal requirements.
• Support legal holds, eDiscovery requests, and internal or external audit inquiries related to contact center call recordings, call data, and configuration records.
• Secure API integrations and authentication methods (e.g., OAuth, API keys, service accounts) used for CRM, WFM, and reporting platform connections, ensuring credentials and tokens are managed securely.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3+ years of experience administering and supporting a cloud or enterprise contact center platform (Cisco Webex Contact Center, Cisco UCCX/UCCE, or comparable).
• Hands-on experience with Cisco Webex Calling and the Control Hub administration portal.
• Working knowledge of VoIP, SIP, PSTN, dial plans, QoS, and E911 concepts.
• Experience building and maintaining IVR/routing flows and skills-based routing.
• Understanding of network fundamentals (LAN/WAN, SD-WAN, DNS, DHCP) as they relate to voice quality.
• Experience managing role-based access controls, conducting access/entitlement reviews, and securing API authentication for enterprise platforms.
• Strong troubleshooting, documentation, and customer-service skills.

Preferred Qualifications

• Cisco certifications such as CCNA Collaboration, Webex Contact Center specialization, or equivalent.
• Experience integrating contact center platforms with Salesforce or other CRM systems.
• Experience with workforce management (WFM) and quality management (QM) tooling.
• Familiarity with ServiceNow for incident, request, and change management.
• Experience supporting a multi-site enterprise with distributed branch locations.
• Experience supporting legal hold, eDiscovery, or audit response processes for voice/recording systems.

Reporting & Collaboration

• Reports to the Manager, Network.
• Collaborates daily with the Senior Voice Engineers, Network, and Security engineers, the Service Desk, and Contact Center Operations.
• Partners with the Contact Center Product Owner and business owners to translate operational requirements into platform configuration while maintaining IT control of technical, security, and access settings.

Work Environment & Coverage

• Participates in an on-call/escalation rotation to support Priority 1 voice and contact center incidents, including after-hours coverage for critical issues.
• Performs change and maintenance work during approved maintenance windows to minimize business impact.
• Expected to be cross-trained with at least one other resource to avoid single points of knowledge for the contact center platform
• Knowledge of Video Conferencing, TelePresence, and WebEx solutions
• Knowledge of call recording solutions and integration with Cisco UCM
• Knowledge of Cisco System Installation and Patch Management across a multi-siteenvironment
• Knowledge of carrier services and interfaces
• Working knowledge of UC and SolarWinds monitoring tools