Unified Calling Operations - Tier 2 - WxCCE

at  Cisco Systems

WHO YOU’LL WORK WITH

Our team of highly skilled, multifaceted, diverse, and hard-working engineers go above and beyond in assisting not just the customer but also their teammates and peers. “Work hard, play harder” is our motto.
The team a diverse mix of engineers with varying years of experience in and out of Cisco. We are specialized in technologies and solutions, everyone brings tremendous value to the table. Our team has global presence located in half a dozen countries around the globe.
The team supports a global financial customer. As a member of the team, you will support a global network operating in 58 countries.

SKILL REQUIRED

• Knowledge of routing and switching technologies (including experience dealing with carriers).
• Knowledge of Cisco Call Manager, Unity, CUAC, IP telephony, collaboration, and video technologies
• BS in a technical field (IT/CS/EE) or equivalent plus 4+ years related experience.

DESIRED SKILLS

• Cisco Associate Level Certification.
• Able to resolve problems and deliver solutions with a high level of customer satisfaction.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Ability to function effectively in ambiguous circumstances.
• Crisis management skills
• Planning, prioritization and organization skills.

WHAT YOU’LL DO

The Customer Experience team at Cisco is a team of world-class specialists 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 financial results, growing customer satisfaction metrics, industry recognition, and employee happiness scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be vast, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!
Cisco Managed Services (CMS) group seeks a experienced Collaboration Engineer with expertise in Cisco Networking Technologies. As a Technical Consulting Engineer in our extraordinary team you will gain real-world experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers’ toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

RESPONSIBILITIES INCLUDE:

• Ability to analyze, configure and fix large complex networks with mixed media and protocols.
• Effectively utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design.
• Provide remote troubleshooting support to resolve collaboration related issues
• Engage peer technical teams in Cisco Professional Services and TAC for assistance on RMAs and complex issue support
• Effectively work with Tier 2 teams as well as customers to resolve major customer issues.
• Training and sharing of information and communication with team members to improve team effectiveness.