Technical Consulting Engineer CUCM

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Collaboration, Networking
  • Job Id
    1435868

Meet the Team

Cisco’s Technical Assistance Center is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding business outcomes for our customers and partners including industry recognition and high level of employee engagement. The Collaboration within Customer Experience continue to drive industry-leading Cisco solutions and assist our customers migrating to software, cloud and XaaS.

Your Impact

The Collaboration team provides second/third level technical support for connections solutions on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams and collaborate with other TAC engineers to resolve issues.

  • Support hybrid products can be replaced with Support Collaboration Products: Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Webex Calling Dedicated Instance, IP Phones, Business Edition 6000/7000 to better align with the team's product scope.
  • Provide highest-level technical support to help resolve complex customer problems from on-premise to Cisco.
  • Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support.
  • Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use.
  • Innovate - Identify and work with BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution.
  • Coach and mentor others to help them advance in their career.
  • Participate in delivering and exceeding customer service level commitments.

Minimum Qualifications:

  • BS in a technical field or equivalent.
  • Possess 5+ years of experience in support of Cisco Unified Communications or Business Video Solutions in areas like the following:
    • Call control protocols.
    • Hands-on Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
  • Possess an English level equivalent to B2 or higher.
  • Be able to attend the office in a hybrid environment of 2 to 3 days per week.

Preferred Qualifications:

  • Strong written, verbal and presentation skills
  • Understanding of Webex - Cloud application services, or Software as a Service (SaaS).
  • CCNA
  • CCNP, CCIE Collaboration highly desired
  • 3 years (as minimum) of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. "Real time" service support environment experience is highly desired.
  • Skilled understanding of any of the following areas:
    • Networking - Routing Switching (TCP/QoS)
    • Microsoft Solutions (Exchange, Active Directory, LDAP)
    • Microsoft (IIS, SQL), VMWare, Linux, SSL Certs
    • Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.
    • Cisco Unified Communications Manager
    • Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
    • Protocols (SIP, RTP, DTMF, SAML, SMTP)
    • Web Proxy
    • Web API
  • Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues
  • Lead by example, mentor, and train others
  • Ability to work with Engineering architects to influence serviceability and usability design

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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