Who We Are

Cisco seeks talented Engineers to join the Cloud Collaboration Operations Team.

The ideal candidate will have (equivalent of) NOC and/or TAC experience, Strong UCCE products technical knowledge, outstanding customer skills and a very strong desire to learn and develop technically. Strong working knowledge in IP Telephony realm is required.

Who You’ll Work With

In this role you will gain insight into the detailed functionality of Cisco products, with emphasis on Cisco Collaboration portfolio and Cloud Transformation processes. You will be exposed to all of collaboration and Contact Center services and technologies and will have a significant influence in driving improvements. You will be helping team to develop and implement automation mechanisms to improve and streamline daily repetitive tasks.

What You’ll Do Analyze, configure, and fix Unified Communication and Contact Center products.Provide remote solve support to resolve CC related issuesEffectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.Follow-through on all CC Incident tickets assigned to your bin and their resolutionEngage PS and TAC for assistance and complex issues supportFollow the defined communication procedures for incident updatesClosely adhere to processes related to tickets update with relevant and correct notesCoordinate with customer as needed for Incident resolution.Respond to network management system alarms according to established processesPriority support for identified key customer functionalities and escalationsEffectively work with multi-functional teams to resolve major customer issues.Drive for continuous learning, results orientation, and collaboration.Work on developing automations and scripts that allow you to work faster and more efficientlyHelp improves overall team quality by automating repetitive tasks and changes on the infrastructureWho You Are

You are a self-starter who requires little to no oversight to achieve your goals and meet your objectives. You work well with others and are truly a great teammate. Technical knowledge and customer satisfaction are 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 are a technically capable of resolving the majority incidents within your technical expertise and understand the complexities of solve.

Required SkillsIn-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE), Cisco Voice Portal (CVP) and Cisco Unified Communications Manager (CUCM).Good understanding of Cisco UCCE Architecture, deployment models and components.Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IM&P, CUC)Good Understanding of Cisco Unified Intelligent Center(CUIC), Live Data, and Virtual Voice Browser(VVB)Good Understanding of Cisco Dialer and Acqueon Campaign Management.Experience with routine system administration tasks such as OS and application patches, upgrades and backups of the voice environmentGood Understanding and work experience in third party products like Oracle SBC, Nuance ASR/TTS and Verint/NICE recording Solution.Handling high priority tickets, change requests, troubleshooting faults and interfacing with external vendors.Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAPAbility to fix UCCE/CVP solutions covering multiple products and features under and drive incidents towards resolutionAble to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.Must be able to interface effectively with all levels of the organization including 3rd party vendorsExcellent written and verbal communication, interpersonal and presentation skills.Validated planning, prioritization, and organization skillsITIL Foundation level knowledgeDesired SkillsUCCE, CCNP Collaboration Certifications and CCNP DevNet Collaboration Automation certifications highly desired.Preference for Microsoft Active Directory, Microsoft SQL experience.Preference for prior scripting, python, and/or Linux experience.Data Center technologies including storage, virtualization (VMWare), and Cisco's Unified Computing System (UCS).Why Cisco

#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 enthusiast? Many of us are. Passion for technology and world changing? Be you, with us!

We recognize that complementary teams make the strongest teams, and we encourage people from all backgrounds to apply.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 
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