Technical Consulting Engineer - Webex Calling

  • Location:
    Krakow, Poland
  • Alternate Location
    All locations in Poland; Warszawa, Poland; Warsaw, Poland; Krakow, Poland; Cracow, Poland; Gdansk, Poland; Poznan, Poland; Wroclaw, Poland; Katowice, Poland; Szczecin, Poland;
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking, Webex (Collaboration)
  • Job Id
    1385734

Cisco's Technical Services is team of best-in-class technical gurus 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 excellent financial results, growing customer satisfaction metrics, industry recognition, and employee happiness scores. The Cisco Technical Support (former TAC) provides live technical support through multiple channels, whenever and wherever customers need it. Technical Services ensures product & network operate efficiently and benefit from the most up to date system and application software.

This position requires technical understanding of the full suite of BroadSoft and WebEx Collaboration products and devices as deployed in the WebEx Calling cloud environment.

We support world-class Telecommunications Service Providers and Tier 1 Channel Partners with sometimes urgent needs. You will be dealing with PII and other commercially sensitive data requiring confidentiality and discretion when liaising with 3rd parties to resolve complex issues.

 

Who You'll Work With

As a WebEx Calling Technical Consulting Engineer in Cisco Global Technical Support (former Cloud TAC) you'll collaborate with your team to support our rapidly growing customer base using the BroadSoft core. WebEx Calling is a fully managed, scalable SaaS model that lets customers cost-efficiently deploy our integrated suite of communication and collaboration services.

 

Who You Are

 

You can demonstrate Technical and Customer Service skills at a global level, to not only resolve customer issues, but also show understanding and empathy to build relationships, and promote industry leading customer satisfaction. You're energetic, motivated, with a positive outlook to make suggestions and work with the team to build customer confidence and make continuous improvements to our support processes and tools. You have knowledge of how a typical Service Provider process and system works, the needs of their end users, and an understanding of the Software as a Service business model.

 

Minimum Qualifications:

  • You've achieved a Bachelor’s degree and/ or at least 5+ years work experience in telecommunication or networking, with an emphasis in the areas of Operations, Technical Sales, or Customer Support.
  • You have experience with cloud-based technology.
  • You've worked with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), Codecs, Digital Tone Multi Frequency (DTMF), DNS, UDP, TCP/IP, and RTP.
  • Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark and Kibana.
  • Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software.
  • You can update our customer support portals proactively to provide customers with the self-help, documentation, release notes, and FAQs, to avoid problems or resolve issues promptly.
  • You communicate for success with excellent written and verbal skills in English to effectively communicate with worldwide customers.

 

Why Cisco
#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.

Passion for technology and world changing? Be you, with us!

 

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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