1+ months

CX Cloud Technical Consulting Engineer

Cisco Systems Inc.
Carolina Shores, NC 28467

Overall responsibility: The CX Cloud Technical Consulting Engineers primary responsibility is to deploy Ciscos CX Agent Software for CX Cloud customers. These agents transfer data from the customers networks to Cisco so it may be processed, and reports may be generated and available on the CX Cloud Portal. The Deployment Engineer will remotely assist customers and internal Cisco teams with deploying the agents and securing the first successful data upload. The engineer will also be responsible for troubleshooting any issues with the CX Agent or CX Cloud Portal deliverables.

Key areas of responsibility:

Socialize the deployment process, CX Agent technical specs and service expectations with internal teams and CX Cloud Customers

Remotely assist customers with the deployment and installation of Ciscos CX Agent

Communicate any issues, concerns, successes, etc. to the Program Manager and upper management.

Provide weekly updates to Program Management team on deployment status.

Regularly update internal portals with required metrics and other account information.

Train CX Cloud customers on device management and basic troubleshooting techniques to maintain their agents and network inventory for CX Cloud.

Manage cases as they come in for CX Cloud Support or CX Agent Support

Update all cases through our CSOne Case management system, ensuring accurate and timely notes are kept for all customer interactions and tasks completed

Skills required:

Proficient in both Linux and Unix

Knowledge with network protocols-Telnet, SSH, SNMP, Ping

Ability to think strategically and work independently

Ability to prioritize and organize multiple projects/requests of varying importance and time sensitivity

Strong time management capabilities

Must be able to learn and work quickly under pressure

Excellent technical skills

Well-spoken and well written

Preferred Qualifications:

A bachelors degree in Information Technology / Computer Science / Computer or electrical engineering

Customer service experience

Experience with CSPC/ CX Agent/ Prime / Or similar collection software platforms

Experience with service Portals and offerings (SNTC / PSS / DSS / Smart Care / NP / BCI / BCS)

Reliable and dependable work ethic

System administration experience

Experience with ServiceNow, Jira, Salesforce, CDETS, Rally

Experience with CentOS

Experience with Kubernetes / Python / API (SOAP / REST ) / PL/SQL / Java

Categories

Posted: 2021-03-03 Expires: 2021-05-02

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CX Cloud Technical Consulting Engineer

Cisco Systems Inc.
Carolina Shores, NC 28467

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