Kforce has a client in Coral Gables, FL that is seeking a Cisco ICM/IPCC Analyst. Job Summary: The Cisco ICM/IPCC Analyst is responsible for the configuration, administration, maintenance, and troubleshooting of Cisco Intelligent Contact Management (ICM) and Cisco IP Contact Center (IPCC) systems within the company. This role ensures the efficient operation of contact center solutions to support the company's customer service efforts. Responsibilities: * Configure, administer, and maintain Cisco ICM/IPCC systems to support the needs of the contact center * The Cisco ICM/IPCC Analyst will monitor system performance, troubleshoot issues, and provide timely resolutions to ensure optimal functionality * Collaborate with other IT teams, stakeholders, and vendors to implement new features, upgrades, and solutions * Develop and maintain documentation, including system configurations, user guides, and troubleshooting procedures * Analyze contact center data and performance metrics to identify trends, issues, and opportunities for improvement * Provide support for system users, ensuring they are trained and able to effectively utilize Cisco ICM/IPCC tools * The Cisco ICM/IPCC Analyst will participate in disaster recovery planning and testing to ensure business continuity * Stay updated with industry trends, best practices, and new technologies related to Cisco ICM/IPCC and contact center solutions