Technical Consulting Engineer – UCCE and Unified Communications

  Paramedical Vacancy

Job title: Technical Consulting Engineer – UCCE and Unified Communications

Company: Cisco Systems

Job description: What You’ll Do

Technical Services is a 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, and solving and preventing the recurrence of technical issues. You will take on our customers’ toughest problems, ensuring that our customers get expected business outcomes, and providing a superb customer experience.

You will also receive extensive training and development in both technical and leadership/customer skill areas.

Who You’ll Work With

CX is a team of extraordinary guides who focus to deliver an 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 brings phenomenal value to the table. The team has a global presence located in 3 US centres, 1 Brussels centre and 2 India centres.

Who You Are

Does this sound like you?

  • Problem solver: You enjoy solving technical problems. You are analytical in your approach. You have excellent troubleshooting skills.
  • Empathy: You’re able to keep customers happy and stress levels down during difficult situations. You dream about customer success.
  • Technically sound: Obviously you are an authority in your technology field. Here are the skills we are looking for to add to our support team. if you possess them, let us know:

Required Skills:

  • Bachelors/Masters degree in technical field (CS/EE) and 7-10 years Networking Industry experience.
  • 4+ years of troubleshooting experience with Cisco Unified Contact Center Enterprise Solution and Cisco Unified Contact Center Express Solution with Proficiency in ICM Router&logger, PGs, AW/HDS, CVP, VVB, CUIC, FINESSE, CCMP, ECE, VXML GW, Ingress GW, CUSP and other Contact center options.

.Hands-on experience with Database (Informix, SQL) and Microsoft Operating System security modeling/design, implementation, and troubleshooting.

  • Good understanding of VoIP (SIP, H.323, SCCP, MGCP).

. Administrator level knowledge of Linux and Microsoft Active Directory.

  • Ability to work effectively with minimum supervision and provide guidance to other team members.
  • Strong communication skills both written and verbal.

. Strong customer handling and escalation management skills.

Desired Skills:

.Working knowledge of Cisco Unified Collaboration (Call Manager, Voice Gateways, UC Apps) or Cisco conferencing products (Telepresence Endpoints, Expressway, Cisco Meeting Server(CMS), VCS)

  • Scripting Knowledge( Python,Perl).

. Ability to contribute/lead innovation projects, initiatives in the team.

  • CCNA, CCNP or higher networking certification.

Role & Responsibilities

  • Technical Consulting Engineer is part of a highly skilled team in groundbreaking technology supporting Contact Center Enterprise Solution, Communication Manager, IP Phones, Protocols.
  • You’ll provide the highest-level technical support for TAC engineers to help them solve complex customer problems
  • You can analyze, configure and troubleshoot Call Manager, Communication protocols and IP phones.
  • Build moderate-to-complex lab setups to duplicate and solve customer problems
  • You love developing intellectual property material and delivering technical training to global delivery partners and other TAC teams
  • You´ll work with software engineering to improve product quality by filing software defects and testing fixes
  • Have a proven understanding of the Collaboration industry, products and protocols.
  • Builds productive relationships with customers and takes ownership of customer success.
  • Solves complex and diverse problems where analysis requires an in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation. Problems may be previously unknown.
  • You think beyond the fix to prevent future problems.
  • Have crisis leadership skills and the ability to balance critical customer issues/problems are second to none.
  • Receives limited supervision.
  • Receives little instruction on routine work and general instruction on new assignments.
  • Translates team goals into own work assignments.
  • Effective planning, prioritization, and organizing skills.
  • Drive for continuous learning, results orientation, and teamwork.
  • Utilization of an increasing understanding of Cisco business strategies and drivers to guide activities.
  • Able to determine 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
  • Proven planning, prioritization, and organizing skills
  • You have good experience solving network or application performance issues and possess the ability to communicate effectively both verbally and in writing.
  • Required Product Knowledge and Technical Skills:
  • Applied knowledge of the Networking industry, products, and protocols.
  • Able to determine problems and deliver known solutions with a high level of customer satisfaction.
  • Bachelors/Masters’s degree in a technical field (CS/EE) and 7-10 years of Networking Industry experience and a combination of the following; designing, deploying, configuring, supporting, troubleshooting, debugging and coordinating the following Unified Communications products, devices, solutions, and technologies for small, medium, large and/or enterprise businesses.
  • Strong analytical and troubleshooting skills.
  • Able to determine problems and deliver known solutions with a high level of customer happiness.
  • Candidate must have excellent verbal and written communication skills.
  • Ability to analyze, use and configure small to medium networks.
  • Ability to work effectively in an interrupt-driven environment and provide mentorship to other members of the workgroup.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco’s employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

Expected salary:

Location: Bangalore, Karnataka

Job date: Tue, 30 Aug 2022 22:42:54 GMT

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