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IDR is seeking a WebEx Contact Center Support Lead to join one of our top clients in a dynamic and remote work environment with travel opportunities in the Eastern or Central time zones. This role is pivotal in establishing and leading an internal WebEx Contact Center support function. If you are looking for an opportunity to join a growing organization and work within an ever-growing team-oriented culture, please apply today!
Position Overview/Responsibilities for the WebEx Contact Center Support Lead:
Serve as the primary hire responsible for developing and enabling a WebEx Contact Center support team.
Balance individual contributor tasks with supervisory responsibilities, providing guidance and technical direction to Tier 1 and Tier 2 support analysts.
Lead and support migrations and platform transitions to WebEx Contact Center, ensuring operational readiness and stability.
Oversee daily Tier 2 support operations, including ticket queue management, prioritization, and SLA compliance.
This is a 1-year contract position with the potential for conversion.
Required Skills for WebEx Contact Center Support Lead:
Hands-on experience supporting WebEx (Cisco) Contact Center in a Tier II or senior support capacity.
Strong ability to teach, mentor, and train technical teams on tools, processes, and best practices.
Experience with migrations, transitions, or platform rollouts for contact center technologies.
Self-motivated with excellent communication, problem-solving, and critical-thinking skills.
What's in it for you?
Competitive compensation package
Full Benefits; Medical, Vision, Dental, and more!
Opportunity to get in with an industry-leading organization
Close-knit and team-oriented culture
Why IDR?
25+ Years of Proven Industry Experience in 4 major markets
Employee Stock Ownership Program
Medical, Dental, Vision, and Life Insurance
ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row
#LI-Remote
IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws. To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here. Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications. If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com