25 days old

Problem Manager (SME) with Contact Center Experience

Cisco Systems Inc.
Carolina Shores, NC 28467

Cisco seeks a Problem Manager to join some of the industry's brightest minds in providing strategic problem management support. In this role, you will be empowered to transform the way that CMS delights our customers. This role is a position of large influence and impacts Cisco Managed Services (CMS) continues to lead the industry.

You will gain insight into the detailed functionality of Cisco products and partners with all distributed elements of the supply chain and be exposed to all of CMS services/technologies and will have a significant influence in driving improvements.

What You'll Do, Role & Responsibilities:

  • Lead Contact Center related problem investigations for various customers
  • Take part in Problem Management reactive responsibilities, including working on the root cause for Major and Chronic Incidents.
  • Undertake proactive responsibilities, including data analytics for predictive/preventative measures
  • Analyze and solve large complex networks with mixed media and protocols.
  • Act as a focal point and critical issue contact for high priority and high impact problems
  • Build Root Cause Analyses and Major Problem Reviews and present findings to the customer.

Who You Are

  • You are detail-oriented and organized. You work well with others and are truly a phenomenal teammate. Drawing conclusions from multiple data points is in your DNA. You have excellent verbal and written communication skills.
  • You can see the big picture even when analyzing multiple complex factors under pressure. You have an understanding of the fundamentals of Problem Management.
  • AA/BA in a technical discipline plus 3-7 years of experience in a Network Operations Centre or Technical Assistance Centre
  • Good technical experience to include Contact Center, VoIP, and UC Technologies
  • Ability to work with internal and external SLT level customers with confidence while providing an exceptional experience.
  • 2-5 years experience in Contact Center technology
  • CCIE Collab desired
  • Firm grasp of ITIL Process guidelines, with a specific focus on Service Operations and Problem Management
  • Ability to isolate problems and deliver solutions with a high level of customer satisfaction
  • Experience with developing and presenting consumable customer reports
  • 2-5 years experience in a Problem Management role

Desired Skills

  • Proven planning, prioritization, and organizational skills
  • Strong written/verbal communications skillset.
  • Good interpersonal and teamwork skills.
  • Ability to work independently with minimal supervision.

Why Cisco

At Cisco, each person brings their unrivaled talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays, and learns, but our edge comes from our people.

  • We connect everything people, process, data, and things and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education, and more from Smart Cities to your everyday devices.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.


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

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Problem Manager (SME) with Contact Center Experience

Cisco Systems Inc.
Carolina Shores, NC 28467

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