Technical Consulting Engineer - Contact Centre Who You'll Work With Who You Are Required Skillsets Desired Skills Qualifications Why Cisco

Job description

What You'll Do

All CMS team members are expected to add value in the following areas:

• Understand and meet customer agreements (SLO/SLA/commitments)
• Follow and participate in the improvement of established team processes
• Identify and adhere to cost reduction measures
• Accountable for following established team processes
• Understand ITIL framework (Event, Incident, Change & Problem Management)
• Collaborate with peers and multi-functional teams
• Maintaining knowledge required to perform role effectively
• Participate in regular synch ups
• Actively share / develop innovation and automations for continued improvement

Specific to the role of Incident Engineer II, responsibilities may include:

• Lead issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction
• Take ownership of complex incidents
• Accept technical issues from lower support tiers
• Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols
• Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design
• Support and collaborate with CMS and multi-functional teams to resolve major customer issues
• Engage TAC as required to resolve complex technical issues
• Strive for continuous learning, result orientated and partnership
• Develop expertise in specific areas (i.e. technology, product)
• Build Methods of Procedure (MOP) and action plans for post-sales projects
• Perform ad hoc analyses and tasks as assigned
• Assist as needed with Change and Problem which could involve the planning, approving and implementation of changes
• Assist as needed with Problem Management which may include analyzing data for root cause analysis
• Assist with miscellaneous team management duties as needed

Who You'll Work With

The Cloud & Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently solve & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.

Who You Are

You require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. Technical knowledge and customer satisfaction is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure. You are a technically capable of resolving the majority incidents within your technical expertise and understand the fundamentals of troubleshooting.

Required Skillsets

• Authoritative level experience in handling Cisco IP telephony Network Infrastructure.
• Experienced understanding of the following Cisco Unified Communication Products
• CUCM 6.x, 7.x, 8.x and above
• Cisco Voice Gateways (ISR Routers and Analog gateways)
• Gateway protocols: H323, SIP, MGCP
• Trunks, E1/ T1(CAS,CCS), FXS /FXO etc.
• CUBE
• Good knowledge and experience with Cisco Contact Center implementation and deployment including scripting, configuration and troubleshooting of the following key systems:
• Unified Contact Center Enterprise (UCCE)
• Cisco Unified Intelligence Center (CUIC)
• Agents Desktops, Finesse, CTIOS, AppSpace, PG
• Experience with ICM / UCCE scripting utilizing Script Editor
• Understand of UCCE Database Schema and ability to use queries against the databases
• Solving UCCE, CVP, CUIC and Agent Desktops
• Ability to set trace levels
• Extract and examine log files using dumplog or appropriate utility
• Experience with eGain Analytics is preferred
• IP-IVR integration design or deployment
• CVP VXML application scripting and development experience
• CUIC Custom reporting experience

Desired Skills

Other technology or product knowledge, experience or certifications in the following areas are a plus: security, routing, switching, wireless, programming skills (Linux, Shell Scripting)

• Preference for prior Scripting, Python, and/or Linux experience highly desired
• Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS)
• Working knowledge of Networking industry, products and protocols desired

Qualifications

• 3+ years of experience in advanced technical support
• CCNA/CCNP certification preferred
• Possess the ability to think analytically while working in a high-volume work environment
• Strong analytical and troubleshooting skills.
• Able to easily communicate complex concepts and instructions to non-technical end-users
• Possess knowledge and understanding of network designs and concepts
• Able to apply technical knowledge to solve and isolate VoIP Issues

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are leaders with vision, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.