1+ months

Technical Consulting Engineer - Contact Center - 1315061

Cisco Systems Inc.
Carolina Shores, NC 28467

Job Description: Responsible for providing technical support regarding the companys proprietary systems and software. Responsible for providing live technical support through multiple channels for premium customers. Work on complex issues with companys top customers and ensure collaboration products and efficient network operation. Provide senior level second and third level technical support to companys premium customers and partners for company collaboration technologies. Apply analytical skills and technical knowledge to solve product network problems of moderate to high complexity. Work on problems of diverse scope where analysis requires evaluation of identifiable factors. Serve as the focal point for large account network problem resolution. Effectively utilize moderate to complex lab setups to recreate and solve problems. Submit complete and accurate bug reports in area of expertise. Interact across support teams and development teams at peer level. Enhance the knowledge database by writing and contributing to technical documents. Provide technology and product training to customers and/or peers within the High Touch Delivery team.

High Touch Delivery

Cisco's High Touch Delivery (HTD) team is a team of elite technical authorities whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Your success is validated through excellent financial results, growing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

provides live technical support through multiple channels whenever and wherever you need it.

Who You'll Work With You'll be part of an exciting group of the industrys top talent. Your work influences service delivery and we constantly challenge the status quo of excellence! The Technical Assistance Center is passionate about helping driving new opportunities for Cisco and it's transforming our clients' businesses worldwide. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our clients business needs. You will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work.

Who You Are

You will be a Voice/Unified Contact Center Customer Support Engineer supporting our HTD

customers around the world

You'll provide senior level second line consultation to independently debug complex IP Contact Center problems.

While providing systems/product training to peers within the High Touch Delivery (HTD)

team, you will act as a focal point for large account network problem resolution

You will support reactive case handling for Cisco's largest SP and Enterprise customers with Cisco UCC technologies (Cisco Unified Contact Center, CVP, IVR)

You can work on problems of diverse scope where analysis requires evaluation of identifiable factors

Minimum Qualifications

Typically requires Bachelor's Degree in a technical field plus 6-8 yrs relevant experience

In lieu of a Bachelors degree or foreign degree equivalent, employer will accept two (2) years of additional related work experience.

Significant Contact Center technology or IP Telephony experience you possess an in depth knowledge of installing, supporting, and fixing Unified Communications solutions

You have IP Networking, products and protocol experience

Desired Skills

Exceptional customer focused background; White Glove service requires an exceptional customer service background.

Strong documentation skills--to be utilized for case management, knowledge collection, defect management and trainings

Excellent verbal communication skills--these skills are critical for this engineering role as most of the work being done is through the phone.

Very strong analytical skills--will be utilized often as this position covers all Cisco IP Telephony

You have a deep understanding of TCP/IP--IP knowledge is critical as it is the foundation for most IP Telephony technologies.

Working knowledge of handling network down situations--This role will be handling S1/S2 Service Requests with limited supervision.

Ability to drive recreates remotely--Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.

Engineer should have experience and knowledge of IP Telephony protocols, proficient with QoS on Cisco platforms, and thorough understanding of Cisco's product line.

Strong teamwork and collaboration skills. The HTD UCC

team relies on each CSE to communicate and collaborate often.


Posted: 2021-02-05 Expires: 2021-05-07

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Technical Consulting Engineer - Contact Center - 1315061

Cisco Systems Inc.
Carolina Shores, NC 28467

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