Technical Consulting Engineer - Webex Calling

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  • Location:
    Bangalore, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking, Webex (Collaboration)
  • Job Id
    1425721

Who You'll Work With

Cisco Customer Experience (CX) organisation’s Mission is to accelerate customer success through innovative services and world-class people, partners, processes & tools. Services led interactions are key differentiator to maximize the value of Cisco’s solution to customer.

Cisco BroadWorks is an enterprise-grade calling and collaboration platform delivering unmatched performance, security and scale. BroadWorks is hosted by service providers to deploy cloud calling from a common network platform over any type of wired or wireless network architecture. Technical Consulting Engineers in this domain understand the BroadWorks SaaS platform to look after trouble tickets, develop solution guides for our Customers and Partners, and take an active technical role in deployment and support of the company's solutions.

Who You Are

We need a great teammate and natural innovator who can drive resolution of customer issues, improved customer experiences with products, technologies, and solutions by demonstrating technical excellence, collaboration, and ownership in all aspects of customer problem resolution, thus delivering an exceptional support experience. You will work with Cisco’s CX SaaS Support Technology group, specifically in the BroadWorks sub-technology group. You will be collaborating with other CX delivery teams, product engineering, Sales Organization teams to help improvement in product serviceability, feature of new products and solutions and implementation support. You will also collaborate and work with a global TAC workforce, to delivery seamless experience to customers.

Minimum Qualifications

  • Minimum of 2 years work experience in Technical Support or an equivalent engineering role
  • Telecommunications and IP networking background, preferably in technical support
  • Professional level (e.g. CCNP) or Expert level (CCIE) is added advantage

Desired Skills

  • You have a solid understanding of cloud-based services and Telecommunications.
  • VoIP systems experience, with knowledge of some the following protocols: SIP, MGCP, RTP, TLS, SMTP, SNMP, Security and encryption techniques.
  • Linux administration experience with exposure to some the following: Apache, DNS, Tomcat, MySQL, Java, Python and PERL.
  • Familiar with Session Border Controllers, Network Address Translation, Call Detail Record collection, IP gateways, and PSTN interfaces
  • An understanding of the Software as a Service (SaaS) business model.
  • Telecommunications and IP networking background, preferably in troubleshooting and technical support.
  • Exceptional customer service skills and focus on customer satisfaction and quality service.
  • A commitment to the highest ethical business standards.
  • The ability to speak English fluently and have excellent written communication skills to effectively communicate with worldwide customers.
  • Discretion & independent judgment: There are good tools, procedures, information, and team members are available to assist the Engineer in using discretion and judgment.

What you will do

  • Manage Technical Assistance Center cases, evaluate issues, and address any problems in real time.
  • Provide answers and solutions for our growing customer base about the Cisco VoIP Software Application platform.
  • Collaborate with both Level 1customer support and other Cisco Technical Assistance Centers in Australia and North America to reach successful resolution for all customers inquires.
  • Ensure that all client questions and concerns are addressed and responded to in a timely fashion with regards to our team goals and customer SLAs (Service Level Agreements).
  • Provide guidance to customers, unfamiliar with the Cisco product, and go above and beyond to ensure that they have all the necessary information for successful product operation.
  • Provide customer assistance using telephone, e-mail, and our on-line ticketing system.
  • Provide occasional evening, weekend, and night duty (scheduled maintenance and on-site customer support) as well as “on-call” (24x7) support on a rotation basis.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco

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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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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