Cisco Systems

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Technical Consulting Engineer hos Cisco Systems

You will provide 2nd/3rd level technical support for Webex Cloud Contact center technologies to Cisco customers, partners, account teams, and to other Technical Assistance Center engineers (cross technology)
You will be the escalation point of contact for Technical issues. You will also be responsible for incident management and notification for issues reported and experienced with the platform.
Provide advanced technical support to Partners and Enterprise customers and work complex technical issues through resolution with confidence and a positive attitude.
Follow standard procedures for proper customer concern of unresolved issues to the Engineering or infrastructure team.
Solve VoIP/telephony, Application server, systems and database issues and own issues until resolution
Support 24 hour on-call duties as required. This job requires working in shifts and the candidate must be willing to be flexible to work in shifts as required by the company.
Help to develop Knowledge Base for customers and internal personnel
Deliver technical training to Partners and Enterprise customers as needed
Develop and maintain deep product and application knowledge

Who You’ll Work With

Cisco Technical Services is a compelling reason for our customer to repeatedly choose Cisco. Through constant innovation and a dedication to customer success, TS will continue to own the industry in reciprocal support across all solutions and technologies.
The Webex Contact Center team delivers world-class technical consulting and support to a large portion of Cisco's customer base. Our vision is to drive customer dedication through our compelling support experience, and our team does this every day by solving complex, confusing, and often groundbreaking network security problems. Come innovate with us and make a difference in the constant fight for secure networking.

Who You Are

  • You have a Bachelor's Degree in a technical field or equivalent field.
  • You have 2 - 5 years' experience in support for Voice or Cisco Unified Communications or Contact Center Solutions.
  • CCNP Collaboration or higher highly desired *Minimum of 5 years of experience supporting Contact Center solutions, enterprise SAAS applications, solutions and/or teamwork infrastructures is required. “Real time” service support environment experience is highly desired.

Employment and Skill Requirements:

  • Excellent written and verbal communication, listening, negotiation and presentation skills with validated technical knowledge and consultative skills and the ability to train and disseminate information within the area.
  • 100% verbal and written English. A foreign language is a plus
  • A desire to go above and beyond to exceed our client’s expectations.
  • Full time availability – This is not a part-time job and requires a high level of commitment.
  • Required work time zone: AMER time zone.
  • Availability to schedule work during non-business hours with short notice.
  • You have the ability to transition from critical thinking to balancing and solving operational issues
  • Availability to be on-call during the weekends on a rotating basis.
  • Excellent case manager and excels in multi-vendor environment
  • Viewed internally to CX globally, as well as throughout Cisco as a role SME. External recognition as SME is a plus.
  • Outstanding work ethic and Adherence to BroadSoft’s policies and procedures.

Technical requirements:

  • Strong troubleshooting and analytical skills
  • Working knowledge of CRMs (customer relationship management) and Knowledge systems - any major CRM or Knowledge system e.g. JIRA, etc.
  • Working technical knowledge of Linux and Windows Client operating systems
  • Extensive understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges
  • Solid understanding of Computer networking and proficiency in network troubleshooting tools, e.g. Ping, ipconfig, trace route (Protocol understanding i.g TCP/UDP/QoS)
  • Knowledge of VOIP and SIP, RTP, DTMF, SAML, SMTP , Web Proxy, Web API, Wireshark, Http log, Fiddler.
  • Expertise in Perl/Bash Scripting is a huge plus
  • Contact Center Software Support experience
  • Mastery of Computer Networking fundamentals and concepts, especially applied in the Voice Communications and Contact Center area
  • Scripting/Programming experience/background/interest
  • Experience integrating or supporting 3rd party platforms such as Inference, Calabrio, and Acqueon is a plus.
  • TCP dump analysis

#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 we’re “old” (36 years strong) and only about hardware, but we’re 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 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, give our egos a break, and give of ourselves (because giving 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? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

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