Unified Calling Operations - Tier 2 - WxCCE

at  Cisco Systems

WHO YOU’LL WORK WITH

You will work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco. We are Innovators, we drive innovation to propel employee business transformation while maintaining operational quality. We are Accelerators, we accelerate digital solutions to generate cost savings and efficiency gains for enterprise growth and success. We are Transformers, as Workforce Collaboration, we transform the employee experience by being our own customer first with agility, quality, and security, we continuously deliver business.

WHO YOU ARE

We’re looking for team members who enjoy engaging with customers, have been impactful using their technical training and experience in a Support Engineer role and demonstrate a proficiency and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. You have a passion for and broad knowledge of IP Telephony & Video and Telecom technologies used in cloud / hybrid deployments. You enjoy identifying problems and driving them to resolution through ownership and with a customer first mentality.

MINIMUM QUALIFICATIONS:

• You’ve achieved Bachelors in a technical field (CS/EE preferred) or equivalent plus 3+ years related experience.
• Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways, Expressways.
• ITIL Foundation level knowledge and/or certification
• Ability to handle critical customer issues/problems and deliver known solutions with a high level of customer happiness.

DESIRED SKILLS

• Preference for Cisco Certification: CCNP Collaboration, CCIE Collaboration
• Other technology or product knowledge, experience or certifications in the following areas are a plus: Security, Routing, Switching
• Demonstrated ability to participate/lead projects independently, ensuring delivery of intended goals.
• Prior experience with Data Center technologies including storage, virtualization (VMWare), and Cisco’s Unified Computing System (UCS)
• Understanding of Webex Technologies like Webex Hybrid, Webex Calling, Webex Meeting, Webex Teams
• Ability to write scripts / programs in at least one language for example: Python, Java, Perl is a plus.

In the Webex Dedicated Instance UC Operations team you will own, investigate and solve complex technical issues in support of our enterprise clients. You will work with UC Developers and Dedicated Instance Platform Engineers to ensure world class Support and Customer Experience.

• Analyze, configure, and fix networks with mixed media and protocols.
• Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Follow-Through and remote troubleshooting on all UC Incident tickets escalated to you and lead their resolution
• Coordinate field services as needed for onsite support.
• Follow the defined communication procedures for incident updates.
• Priority support for identified key customer functionalities and partner concerns.
• Drive for continuous learning, results orientation, and partnership.
• Document and communicate technical solutions effectively to both technical and non-technical audiences

In the Webex Dedicated Instance UC Operations team you will own, investigate and solve complex technical issues in support of our enterprise clients. You will work with UC Developers and Dedicated Instance Platform Engineers to ensure world class Support and Customer Experience.

• Analyze, configure, and fix networks with mixed media and protocols.
• Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Follow-Through and remote troubleshooting on all UC Incident tickets escalated to you and lead their resolution
• Coordinate field services as needed for onsite support.
• Follow the defined communication procedures for incident updates.
• Priority support for identified key customer functionalities and partner concerns.
• Drive for continuous learning, results orientation, and partnership.
• Document and communicate technical solutions effectively to both technical and non-technical audiences.