1+ months

Senior Service Request Engineer - Contact Center

Cisco Systems Inc.
Poland, NY 14747
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Who You'll Work With

Cisco Managed Services teams deliver IT handled services (namely Incident, Problem, Service Request, and Changes 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.

What You'll Do

  • Ensure accurate execution of detailed and approved requests in customers' production environments
  • Implement and make sure processes and policies of Cisco and customers
  • Support Change Managers with technical recommendations 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 the risk of service impacting events resulting from the change.
  • Serve as the first point of a critical issue for failed service requests/changes; conduct change backouts to the point of the pre-change baseline
  • Provide continual communication to partners before, during, and after the execution of approved service requests

Who You Are

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 sophisticated factors. You have a solid understanding of the basics of Change Management and its paramount importance to the protection of the customer environment.


  • AA/BA university degree or equivalent in a technical subject area
  • Significant experience in a network operations/technical support role and/or a technical architecture/implementation role
  • Good technical experience with UCCE, UCCX, CVP, CUIC, and Finesse.
  • Solid Grasp of 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
  • Strong written and verbal communication
  • Good organizational skills
  • Prioritize engineering decisions while balancing multiple customer commitments
  • Work independently with minimal supervision
  • Good interpersonal and partnership skills

Good to have:

  • 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. Proficiency in network technologies)

We Are 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 the 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: 2021-02-08 Expires: 2021-04-26
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Senior Service Request Engineer - Contact Center

Cisco Systems Inc.
Poland, NY 14747
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