5 days old

Consulting Engineer Webex Calling

Cisco Systems Inc.
Mexico City, Mexico
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  • Be on the front line resolving technical issues and working with our global support team to provide industry-leading technical support for our Cloud Suite of Products.
  • Provide Tier 2 support to our partner's level-1 support teams with assistance in problem resolution by providing answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner.
  • This involves troubleshooting of portal features, SIP call flows and audio quality and network problems which can include the customer router, firewall, third party ISP interconnects and peering providers and downstream SIP Carrier Providers
  • To delight customers by listening to the customer's concern, demonstrate that you understand their issues and their situations, determine the best action, and think beyond the initial ask to answer the next question to meet or exceed their expectations.
  • Collaborate with other Cisco teams and diligently escalate sophisticated problems where a course of action may not be immediately obvious, whilst maintaining full ownership of the issue, ensuring the customer is fully informed until resolution.
  • Update our customer support portals proactively to provide customers with the self-help, documentation, release notes, and FAQs they need to avoid problems or resolve issues quickly.
  • When needed, work with third parties such as downstream SIP Carrier Providers, Peering Providers, ISP, router, switch and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider every problem is an opportunity to assist the customer.

Additional responsibilities

  • Provide on call and/or evening, weekend, and night duty to provide 24x7 support on a rotation basis.
  • Other duties as required

Webex Calling is a Global Market Leader that provides a cloud based carrier class VoIP platform

As a Webex Calling Customer Support Engineer, you will report to the Webex Calling Customer Support Manager to support our rapidly-growing customer base.

This is not your typical helpdesk position. Webex Calling is a fully managed, scalable SaaS model that lets customers cost-efficiently deploy Webex Calling into our integrated suite of communication and collaboration services.

You will technically understand the Webex Calling SaaS platform to look after trouble tickets, develop solution guides for our Partners and take an active technical role in deployment and support of the company's solutions.

Discretion & independent judgment: There are good tools, procedures, information, and team members are available to assist the Engineer in using discretion and judgment.

Work complexity

  • Technical understanding of the full suite of Webex Calling products deployed in the Cisco environment is required.
  • The position supports our Service Providers including elite Telecommunications Operations and Tier 1 Channel Partners with sometimes demanding and urgent needs.

Skills, knowledge & attributes

  • An understanding of cloud-based services and Telecommunications.
  • Knowledge of a typical Service Provider process and systems works, the needs of their end users, and an understanding of the Software as a Service (SaaS) business model.
  • Demonstrated Technical and Customer Service skills to not only resolve customer issues, but also show understanding and empathy to build relationships, and promoted industry leading customer satisfaction.
  • Proven troubleshooting methodology with strong analytical skills with a desire to understand the why not just the what or how and solid attention to detail
  • Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), CODECS, DTMF, DNS, UDP, TCP/IP, NAT
  • Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software.
  • Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark.
  • Energetic and self-motivated, with a positive outlook to make suggestions and work with the team to build customer confidence and make continuous improvements of our support processes and tools.
  • This is a multifaceted work environment and flexibility is required to multitask, manage change and thrive in a fast paced environment. Demonstrated willingness to take full advantage of on-the-job and formal technical training through self-study to acquire the knowledge vital to be successful in the role in a rapidly growing area of the telecom industry will be essential.

Education & experience

  • 2-5 years demonstrated ability in Telecommunications, IT or networking, with an emphasis in the areas of Operations, Technical Sales, or Customer Support and ideally in a Service Provider environment is required
  • Relevant technical or degree level qualifications are not crucial but will be highly regarded

Working conditions

  • This is a desk based role and you will work from a Cisco office.
  • TAC provides 24x7 support and flexibility will be required to provide on call and/or evening, weekend, and night duty to ensure 24x7 support
  • Occasional international travel opportunities may be available for training

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Posted: 2021-06-09 Expires: 2021-07-10
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Consulting Engineer Webex Calling

Cisco Systems Inc.
Mexico City, Mexico
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