This Support Engineer position has the following responsibilities:
Provide second/third level technical support on a worldwide basis via phone, email, web, and remote access to customer sites where Cisco Unified Contact Center (UCCE/IPCC) and other Cisco Call Center applications are deployed.
Determine methods and procedures for solving sophisticated technical issues encompassing hardware, software, and networking.
Function as technical lead for large customer accounts with multiple concurrent technical issues.
Formulate technical action plans for analyzing and resolving end-to-end solutions.
Generate clear and concise documentation in the form of case notes, technical tips, and white papers.
Works on sophisticated problems where analysis of situations requires in-depth fault analysis and troubleshooting skills.
Provide systems/product training.
Provide guidance & leadership to less experienced engineers.
Acts as a focal point for large account Contact Center/UCCE/IPCC problem resolution.
Provides support on a worldwide basis.
Who You'll Work With
CX is a team of outstanding guides who focus to deliver best-in-class customer experience. We help tackle the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is measured through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.
Who You Are
2 - 5+ years Administrator-level knowledge of either Microsoft Windows or Unix
2- 5+ years working knowledge of the Networking industry, products, and protocols
2 -5+ years of IP Networking experience
2 - 5+ years Microsoft SQL server
2 - 5+ years Microsoft Operating System troubleshooting
2 - 5+ years of Microsoft Networking design and implementation
2 - 5+ years Microsoft Operating System security modeling/design, implementation, and troubleshooting
2 - 5+ years of Voice experience
2 - 5+ years taking care of Voice Solutions
General IP Contact Center
ICM (Intelligent Contact Manager)
Ability to communicate effectively both verbally and in writing
Database experience (Oracle, SQL, Sybase)
Working with a cross-functional team
Ability to determine problems and deliver known solutions
Ability to work optimally with and provide mentorship to other members of the workgroup
Typically requires BS or MS in a technical field (CS/EE preferred)or equivalent plus 2-5 years related experience. CCIE desired but not required.
#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 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? 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!