Contact Center Supervisor/Trainer (Focus on Cisco UCCE)

Job Description

Job DescriptionSalary: $50 - $60 Hourly

Job Title: Contact Center Supervisor/Trainer (Focus on Cisco UCCE)
Location: Onsite at OU Health (Location TBD)
Duration: October 2025 July 2026 (9 month contract)
Clearance: Must be able to pass hospital-mandated background, drug, and health screening

Project Overview

Morris Technology Solutions (MTS) is supporting OU Health while undergoing a large-scale migration from Avaya to Cisco UCCE systems across its contact center network. We are seeking an experienced Cisco UCCE Contact Center Supervisor/Trainer to oversee agent performance and deliver in-depth training on Cisco UCCE tools, workflows, and best practices. This role will support the operational readiness of the expanding contact center footprint at OU Health and ensure seamless execution through all phases of deployment, from pilot groups to full-scale go-live.

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. Over 100% growth since 2022
• Develop life-long relationships with leaders and mentors across a spectrum of functions. MTS provides visibility into the Senior Leadership roles within the customers we consult for.
• MTS is a values-based and people-centric firm as evidenced by our reviews on Google and Glassdoor!

Key Responsibilities

• Agent Training & Development:
  • Deliver training on Cisco UCCE features, including call routing, agent desktop functions, and reporting tools.
  • Develop and execute training programs for agents and supervisors, ensuring the team is equipped to handle the Cisco UCCE system effectively.
• Deployment Support:
  • Assist with all phases of system deployment, including pilot groups, infrastructure buildout, and go-live activities.
  • Collaborate with Presidio and internal teams to validate call flows and troubleshoot system issues during deployment.
• Training Material Creation:
  • Design and maintain comprehensive training materials such as user guides, quick-reference sheets, and hands-on exercises.
  • Conduct workshops for remote clinics and operator teams to ensure full proficiency across the contact center.
• Performance Monitoring & Coaching:
  • Monitor agent performance, ensuring compliance with service standards, productivity, and quality metrics.
  • Provide coaching and feedback to agents to improve performance, enhance adherence to workflows, and optimize customer service delivery.
• Continuous Improvement:
  • Work with cross-functional teams to identify system improvements and optimize workflows.
  • Ensure that training content evolves to meet the needs of operational and technological advancements.

Required Qualifications

• Experience:
  • Extensive hands-on experience with Cisco UCCE system design and delivery, especially in call routing, ICM scripting, CVP Call Studio, and CTI integrations.
  • Prior experience in a contact center environment, particularly with Cisco UCCE tools.
• Training & Facilitation:
  • Proven track record in facilitating training sessions, creating educational materials, and leading workshops.
  • Strong ability to communicate complex technical concepts to non-technical agents and supervisors.
• Industry Experience:
  • Experience working in healthcare contact centers or understanding of healthcare service delivery environments.
• Skills:
  • Strong interpersonal communication skills and the ability to engage with diverse stakeholders, from agents to senior leadership.
  • Ability to troubleshoot, monitor, and provide real-time feedback during system deployment and operation.

Nice to Have (Preferred)

• Familiarity with Avaya-to-Cisco migration projects or similar technology transitions.
• Cisco certifications related to UCCE or call center solutions (e.g., Cisco Certified Network Associate [CCNA], Cisco Certified Specialist, etc.).
• Experience with other Cisco collaboration tools such as Jabber, Unity, or TMS.
• Knowledge of contact center metrics, performance management, and quality assurance standards.

Physical Requirements

• Ability to stand or walk for extended periods during an 8-hour workday.
• Must be able to lift and move items up to 40 pounds (e.g., equipment or training materials).
• Comfortable working in a healthcare setting and using ladders or stairs to access training spaces as needed.
• Exposure to variable environmental conditions, such as moderate noise levels, temperature fluctuations, and occasional dust, while in clinical or operational areas.