22 days old

Technical Consulting Engineer - CUCM, CUC, IM&P and Cisco Voice Gateways

Cisco Systems Inc.
Bengaluru, KA 560002
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What You'll Do

All CMS team members are encouraged to add value in the following areas:
Understand and meet customer agreements (SLO/SLA/commitments)
Follow and participate in the improvement of established processes
Be accountable for following established processes
Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
Collaborate with peers and multi-functional teams
Maintain knowledge and skill levels required to perform role successfully
Participate in regular synch ups with team and team leadership
Actively share and develop innovation and automations for continued improvement wherever possible


Ensure accurate execution of detailed and approved requests in customers' production environments
Ensure processes and policies of Cisco and customers are understood and implemented
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 risk of service impacting events resulting from the change.
Serve as first point of critical issue for failed service requests/changes; conduct change backouts to the point of pre-change baseline
Provide continual communication to partners before, during and after execution of approved service requests

Whom 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.

Who You Are

You are organized and detail oriented. You are a truly a standout colleague. 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 complex factors. You have a strong understanding of the fundamentals of Changes Management and its paramount importance to the protection of the customer environment.


At least 10 years' experience in a network operations/technical support role and/or a technical architecture/implementation role, supporting Cisco Collaboration and Unified Contact Center technologies.
Strong technical experience maintaining CUCM, CUC, IM&P and Cisco Voice Gateways.

Strong technical experience maintaining large UCCE, CVP, CUIC and Finesse deployments.

Strong experience preparing and executing components upgrades, patches installation, configuration changes, service or hosts controlled reboots on both UC and Contact Centre components.
IP Telephony protocols like SIP, H323, MGCP, RTP, RTCP, VXML, and different Codecs.

Extensive customer facing experience in a multi-national/ multi-cultural environment, including ability to build relationships with customers, engineers, managers level and above.
Ability to understand and execute on customer priorities.

Strong written and verbal communication.
Prioritize engineering decisions while balancing multiple customer commitments.
Work independently with minimal supervision.

CCNP Collaboration.

Desired Technical Qualifications and skills

CCIE Collaboration.
Any related certifications from certifying providers in addition to Cisco.
Proficiency in network technologies.

Experience maintaining Database like SQL, Oracle.

Experience maintaining VMWare platform including vCenter, ESXi servers, Virtual Desktops (VMWare VDI Solutions) in virtual envirnoments (VMWare).

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) and only about hardware, but we're also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

Posted: 2021-05-26 Expires: 2021-06-26
Sponsored by:
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Technical Consulting Engineer - CUCM, CUC, IM&P and Cisco Voice Gateways

Cisco Systems Inc.
Bengaluru, KA 560002
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