17 days old

Technical Consulting Engineer - Contact Center

Cisco Systems Inc.
Richardson, TX 75080
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What You'll Do

Our Customer Experience Technical Assistance Center (TAC) is a team of outstanding group of technical specialists whose #1 focus is to help customers deploy and operate their networks efficiently, while delivering the best possible customer experience. You can measure your success through excellent financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

Who You'll Work With

In this role, you'll gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. Our TAC team is made up of highly-responsive and driven technology specialists who love what they do: Enabling our Customers by enabling Cisco Technology! We provide 2nd/3rd level technical support on a worldwide basis 24 x 7 x 365 to customer sites where Cisco Unified Contact Center (UCC/IPCC) and other Cisco Call Center applications are deployed. You'll focus on reactive measures including diagnostics and analysis, as well as, recommendations. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology is limitless!

Who You Are

We're looking for team members that are trained in Voice and have working knowledge of Cisco Call Manager products. You can demonstrate an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is an extraordinary opportunity for someone with perseverance and an insightful view of the customer to hone their skills and advance their career giving to customers while working with an industry leader in networking technology.

You'll resolve methods and procedures for solving sophisticated technical issues encompassing hardware, software and networking. Function as technical lead for large customer accounts with multiple concurrent technical issues. Formulate technical action plans for analyzing and resolving end-to-end solutions and generate clear and concise documentation in the form of case notes, technical tips and white papers. You will work on sophisticated problems where analysis of situations requires in-depth fault analysis and troubleshooting skills. Enjoy providing systems/product training as well as mentorship & leadership to less experienced engineers.

Required Skills:

  • You've achieved Bachelors or Masters degree in a technical field (CS/EE) and have 5-8 years related experience.
  • 4+ years working with Cisco Unified Contact Center Enterprise Solution
  • 4+ years dealing with Cisco Voice Solutions (CUCM/Gateway/CUBE)
  • Proficiency in ICM/CVP/IPIVR/VXML GW/CUIC
  • Can demonstrate 4+ years experience in networking products and protocols
  • Have 4+ years Administrator level knowledge of either Microsoft Windows or Unix
  • You've had 4+ years hands on experience with; Database (Oracle, SQL, Sybase) and Microsoft Operating System security modeling/design, implementation and troubleshooting.
  • You have good understanding of VoIP (SIP, H.323, SCCP, MGCP)
  • You communicate for action with good social skills both written and verbal

Desired Skills:

  • You hold CCNA, CCNP or higher networking certification
  • Ability to work efficiently with and provide guidance to other members of the work group
  • Previous Customer Support experience
  • Cisco IPT related products: Call Manager, Unity, Voice Gateways, CUSP Etc.
  • Cisco Unified Contact Center Enterprise Solution (ICM Router/Logger/AWHDS/CVP/IPIVR/VXML-GW/CUIC,Peripheral Gateway)
  • Microsoft Active Directory
  • Microsoft Exchange

#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: 2021-06-04 Expires: 2021-07-05
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Technical Consulting Engineer - Contact Center

Cisco Systems Inc.
Richardson, TX 75080
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