1+ months

Incident Engineer Tier 2 - Contact Center

Cisco Systems Inc.
Poland, NY 14747
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This position is located in the beautiful Krakow or the Sunny Lisbon. Join our expert team in the #1 Great Place to Work

Who We Are

Cisco seeks talented Engineers to join the Cloud Collaboration Operations Team in CMS (Cisco Managed Services). 

The ideal candidate will have (equivalent of) NOC and/or TAC experience, technical skills corresponding to CCNP Collaboration level in UCCE products, outstanding customer skills and a very strong desire to learn and develop technically. Strong working knowledge in IP Telephony realm is required. 

Who Youll Work With

In this role you will gain insight into the detailed functionality of Cisco products, with emphasis on Cisco Collaboration portfolio and Cloud Transformation processes. You will be exposed to all of CMS services and technologies and will have a significant influence in driving improvements. You will be helping team to develop and implement automation mechanisms to improve and streamline daily repetitive tasks.

What Youll Do 

  • Analyze, configure, and troubleshoot networks with mixed media and protocols. 
  • Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design. 
  • Provide remote troubleshooting support to resolve CC related issues
  • Follow-through on all CC Incident tickets assigned to your bin and their resolution
  • Engage PS and TAC for assistance and complex issues support
  • Coordinate field services as needed for onsite support
  • Follow the defined communication procedures for incident updates
  • Strictly adhere to processes related to tickets update with meaningful and correct notes
  • Respond to network management system alarms according to established processes
  • Priority support for identified key customer functionalities and escalations
  • Effectively work with cross-functional teams to resolve major customer issues. 
  • Drive for continuous learning, results orientation, and teamwork. 
  • Work on developing automations and scripts that allow you to work faster and more efficiently
  • Help improve overall team quality by automating repetitive tasks and changes on the infrastructure

Who You Are

  • You have a willingness to learn Voice & Video Technology based on Cisco and 3rd party products: CUCM, Voice Gateways, CUC, CUCM IM&P, Expressways, Hybrid / Cloud Solutions
  • Have broad knowledge of IP Telephony & Video, and Telecom technologies used in Cloud / Hybrid Deployments
  • Can identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction. 
  • Are interested in optimization and automation of processes and task to improve efficiency
  • Have excellent written and verbal communication, interpersonal and presentation skills. 
  • Proven crisis management and leadership skills 
  • Proven planning, prioritization, and organization skills

Required Skills

        Basic understanding of Cisco IP telephony Network Infrastructure.

        Good knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN

        Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.

        Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP

        Ability to write scripts / programs in at least one language for example: Python, Java, Perl

        Ability to troubleshoot collaboration solutions covering multiple products and features under and drive incidents towards resolution

  • Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction. 
  • Excellent written and verbal communication, interpersonal and presentation skills. 

        Proven planning, prioritization, and organization skills

        ITIL Foundation level knowledge

Why Cisco

#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: 2021-04-16 Expires: 2021-07-15
Sponsored by:
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Incident Engineer Tier 2 - Contact Center

Cisco Systems Inc.
Poland, NY 14747
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