What You’ll Do
Technical Services is team of extraordinary technical guides whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. The Global TAC’s ability to partner with customers in solving their toughest networking challenges is what sets us apart in the industry and keeps customers coming back to Cisco. As digitization crafts our future, we lead with innovation, accept change, and believe the customer experience is paramount to our success. As a Customer Support Engineer in our extraordinary team you will gain hands-on 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 take on our customers’ toughest problems, ensuring that our customers get expected business outcomes, providing a superb customer experience. You will also receive extensive training and development both technical and leadership/customer skill areas.
Who You'll Work With
CX is a team of extraordinary guides who focus to deliver exclusive customer experience. We help tackle the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is measured through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores. The group of highly skilled, dynamic, diverse, and passionate engineers who go above and beyond in assisting not just the customer but also their teammates and peers. The team is a good mix of engineers with varying years of experience (from 3 years all the way to 12 years) in Cisco technologies and solutions, and each-and-every-one of them bring phenomenal value to the table. The team has global presence located in 3 US centers, 1 Brussels center and 2 India centers.
Technical Consulting Engineer - Collaboration (Contact Centre)
The Business Entity
Customer Experience (CX) TAC is a team of excellent group of technical specialists whose #1 focus is to help customers deploy and operate their networks effectively, while delivering the best possible customer experience. You can measure your success through excellent financial results, growing customer happiness metrics, industry recognition, and employee satisfaction scores.
We provide technical support on a worldwide basis 24 x 7 x 365 to customer sites where Cisco Unified Contact Center (UCC/IPCC) and other Cisco Call Center applications are deployed. TAC expects that our engineers demonstrate a high level of customer network intimacy by working very closely with them and understand their business priorities. The position has the following responsibilities:
Role & Responsibilities Solves product & network problems of high complexity. Has solid understanding in Teamwork technologies Provides consultation to independently solve sophisticated product and network problems Efficient utilizes sophisticated lab setups to duplicate and seek problems. Provides systems/product training and intellectual property material Acts as a point of contact for large account network problem resolution Submits complete and accurate defect reports in area of expertise Consults with other teams such as Engineering teams in Cisco to assist Customers Work towards continuous learning, results orientation and partnership. Ability to motivate change through innovation.
Required Skills: You've achieved a Bachelors or Master’s degree in a technical field (CS/EE) and have 5-8 years related experience 3 - 4+ years working with Cisco Unified Contact Center Enterprise Solution Proficiency in ICM/CVP/VXML GW/VVB/CUIC/FINESSE 3- 4+ years working with Cisco collab products such as CUCM, Voice gateways and Cisco IP Phone series Can demonstrate 4+ years of experience in networking products and protocols Have 4+ years Administrator level knowledge of either Microsoft Windows or Unix You've had 4+ years hands on experience with; Database (Informix, SQL) and You have deep understanding of VoIP (SIP, H.323, SCCP, MGCP) You communicate for action with good communication skills both written and verbal
Desired Skills: You hold CCNA, CCNP or higher networking certification Ability to work effectively with and provide guidance to other members of the work group Previous Customer Support experience Scripting Knowledge(Python,Perl) Knowledge on CCMP, ECE and other Contact Center Options Microsoft Active Directory
At Cisco, each person brings their different 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.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.