1+ months

Voice Cloud Support Engineer

Cisco Systems Inc.
Poland, NY 14747
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Who We Are

Cisco seeks talented Engineers to join the Voice Cloud Contact Center Support Operations Team in CMS (Cisco Managed Services).

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

What You'll Do

In this role you will gain insight into the detailed functionality of Cisco products, with particular 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.

Main Responsibilities:

* 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 UCCE related issues

* Follow-through on all UCCE Incident tickets assigned to your bin and their resolution

* Engage AS and TAC for assistance on RMAs 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.

Who You Are

Main requirements:

* You have experience/ knowledge working with Unified Contact Center Enterprise Technology based on Cisco and 3rd party products: CUCM, Voice Gateways, CUSP

* Knowledge of IP Telephony and Telecom technologies

* 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.

* Understand and meet customer agreements (SLO/SLA/commitments)

* Proven planning, prioritization and organization skills

* ITIL methodology awareness

* Experience in following technologies: VMware, Windows Server, Linux

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: 2020-09-04 Expires: 2020-11-23
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Voice Cloud Support Engineer

Cisco Systems Inc.
Poland, NY 14747
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