13 days old

Senior Escalation Engineer - Solution Assurance Team

Cisco Systems Inc.
Bengaluru, KA 560002
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Job Description:
Contact Center Solution Engineer- UCCX, UCCE, WxCC

The Business Entity:
Collaboration Technology Group (CTG) is #1 global leader in collaboration technologies, which provides best-in-class integrated collaboration solutions that redefine collaboration experience. Cisco collaboration solutions span a wide variety of solutions and technologies, including Cloud Collaboration Services, SaaS Offerings, Hosted Collaboration Solutions, and Premise solutions, Endpoints, Video, Presence, Conferencing, Customer Care and Unified Communications.

What You'll Do
Cisco's Solution Assurance team is on a mission to improve the worlds experiences with Collaboration solutions. Youll work on Industry leading Customer Journey solutions based on technologies and platforms spanning cloud, AI and machine learning, analytics, integration, connectivity, messaging and more. You will be at the frontline, helping our customers - to help the worlds leading global brands better engage and serve their customers. With more than 30,000 customers today, we are leading the market in developing and delivering more intelligent customer and employee experiences at cloud speed and scale.

Who You'll Work With:
We are the fastest growing group within Ciscos Collaboration Technology Group (CTG), the #1 global leader in collaboration technologies. Our Customer Journey Business Unit is a global leader in Contact Center solutions and we are growing our Cloud engineering teams to build the next generation of fully integrated cognitive and collaborative customer care solutions.

You will be part of the Solutions Assurance team whose charter and role are to represent the lifecycle view from presales activities to Day2 success of the customer care ecosystem globally delivering on a vision of becoming #1 worldwide in market place. Execution of this vision requires driving higher customer satisfaction by ensuring right architectures/designs are in place, managing critical customers, escalations and technically enabling our partners and customers on our solutions globally.
Our customers expect, and get, uninterrupted continuous operation. Your role is critical in ensuring that Ciscos customers operations go uninterrupted. You will work as part of a team of experts on different products within Ciscos Customer Care portfolio providing critical troubleshooting and consulting services to Ciscos Customer Collaboration customers. The opportunity exposes you to a variety of technologies and solutions that are being used by huge number of customers worldwide.
In this role you work with your peers, engineering, product management and across organizational boundaries with sales, services, support, partners and leadership to solve customer problems as well as build, maintain, and grow customer and partner loyalty. The key to success in this role will be your ability to understand and troubleshoot issues and communicating effectively with internal and external teams.

What you bring to the role:
It's required that the Solution Support Engineer be extremely strong in communication and presentation skills, both verbal and written. Successful candidate should be very good at understanding the Cisco Contact Center products and solutions, code and design with an ability to work on different kinds of platforms. The optimal candidate should have a strong presence, strong sense of ownership in driving escalations to resolution and be able to think on their feet while meeting with clients. They will leverage an ability to quickly grasp new use cases and acquire new platform knowledge through independent study, as well as through interaction with other team members. The candidate will be able to discuss technology through the language of business, know when to be more or less detailed, and evoke confidence in our solutions and technology to help remove any barriers a customer might raise.

Who you are:
You are a member of the Solution Support Team that provides global engineering support for customer issues
Participate in calls (onsite and virtual) as a technical lead, where your knowledge and expertise of Cisco Contact Center products will allow you to troubleshoot/Debug problems faced by Customers
Debug customer issues and escalate to appropriate teams as necessary. Analyse Logs, Understand code and troubleshoot issues.
Development and testing of Engineering Diagnostic Patches for effective troubleshooting and problem resolution
Identify use cases not yet covered by our current platform/Patterns on issues faced by customers and submit them to product management
Works closely with Product Line engineering groups across Cisco and and contribute to the formation of a product roadmap.
Be creative about using tools at your disposal to provide excellent customer service and unique solutions that drive customer success
Serve as a Subject Matter Expert (SME) for one or more products within the Customer Care Portfolio of Cisco
Provide timely executive summary status reporting to management.
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.

Hands-on experience with Cisco Customer collaboration solutions.
Excellent debugging, troubleshooting and debugging skills
You will have around 6+ years Java/C++/Database Experience
Good understanding of OOP, Multithreading, REST API concepts and web-services.
Hands-on experience in HTML, CSS and Javascript is a huge plus
Experience in working with SQL Server/Informix Databases
Scripting experience with Bash, Python, Linux Shell
Experience with BOSH and XMPP protocols is a strong plus
Willing to stretch limits, challenge status quo and take on new challenges.

Desired Skills:
Experience with Open Source Libraries is a plus
Experience with Scripting Languages such as Jython, Python, TCL, and/or Perl are a plus
Experience with Linux based Operating Systems is a plus
Experience in a Networking environment or developing Contact Center Software is a plus

Posted: 2021-01-08 Expires: 2021-02-13
Sponsored by:
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Senior Escalation Engineer - Solution Assurance Team

Cisco Systems Inc.
Bengaluru, KA 560002
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