8 days old

1287303 - CMS, Complex Service Request Engineer - Contact Center

Cisco Systems Inc.
Carolina Shores, NC 28467
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CMS Complex Service Request Engineer for Cisco Contact Center



What Youll Do


All CMS team members are expected to add value in the following areas:

  • Understand and meet customer agreements (SLO/SLA/commitments)
  • Follow and participate in the improvement of established team processes
  • Identify and adhere to cost reduction measures
  • Be accountable for following established team processes
  • Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
  • Collaborate with peers and cross-functional teams
  • Maintain knowledge and skill levels required to perform role effectively
  • Participate in regular synch ups with team and team leadership
  • Actively share and develop innovation and automations for continued improvement wherever possible



Specific to the role of Complex Service Request Engineer, responsibilities may include:

  • Ensure accurate execution of documented and approved requests in customers production environments
  • Adhere to and enforce Change Management processes and policies of Cisco and customers
  • Support Change Managers with technical input on Change Advisory Board (CAB) meetings, whether internal and external
  • Take all appropriate steps to reduce risk of impact to customers production environment due to execution of approved changes
  • Validate service request execution process prior to production implementation
  • Conduct post-change QA testing to validate successful service request completion and to reduce risk of service impacting events resulting from the change.
  • Serve as first point of escalation for failed service requests/changes; conduct change backouts to the point of pre-change baseline
  • Provide continual communication to stakeholders before, during and after execution of approved service requests



Whom Youll Work With


Cisco Managed Services teams deliver IT managed services (namely Incident, Problem, Service Request and Change Management) for diverse and complex customer networks around the globe.  CMS engages with customers via inbound and outbound audio and video calls, email, web platforms, and/or remote access sessions to customer equipment.  We are a large group of diverse and highly skilled teams who prioritize collaboration with other team members and other teams to deliver premium quality services to our customers.



Who You Are


You are detail-oriented and organized.   You work well with others and are truly a team player.  Protecting customer data and customer environments is fundamental to your work ethic.  You have excellent verbal and written communication skills.  You are able to see the big picture even when analyzing multiple complex factors under pressure.  You have a deep understanding of the fundamentals of Change Management and its paramount importance to the protection of the customer environment.



What You Know


Required Technical Qualifications

  • Associate (2-year) or bachelor (4-year) level university degree or equivalent in a technical discipline
  • 5-10 years experience in a network operations/technical support role and/or a technical architecture/implementation role
  • Strong technical experience with UCCE, UCCX, CVP, CUIC and Finesse.
  • Strong Knowledge in the following areas: Call Control, Call Scripts, ICM/CVP scripting.
  • IP Telephony protocols like SIP, H323, MGCP, RTP, RTCP, VXML, and different Codecs.
  • Experience supporting 3rd party vendor solutions for Call Recording, Voice Recognition and Reporting



Preferred Technical Qualifications


In addition to the above required skills, experience in the following is preferred

  • CCNP or CCIE Collaboration
  • Experience supporting multichannel contact centers
  • Any related certifications from certifying providers in addition to Cisco
  • Deep expertise in two or more technology domains (Unified communication, data center, applications/middleware. Fluency in network technologies)

Required Professional Qualifications

  • Strong written and verbal communication
  • Good organizational skills
  • Prioritize workload while managing multiple customer commitments
  • Work independently with minimal supervision
  • Strong interpersonal and teamwork skills

Why Cisco


We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.


We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

Posted: 2020-03-20 Expires: 2020-04-20

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1287303 - CMS, Complex Service Request Engineer - Contact Center

Cisco Systems Inc.
Carolina Shores, NC 28467
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