Unified Calling Operations Specialist

1 dzień temu

Kraków, Lesser Poland Cisco Pełny etat

About the Role

Cisco is seeking a highly skilled Unified Calling Operations Specialist to join our Webex Dedicated Instance UC Operations team. As a key member of this team, you will be responsible for owning, investigating, and solving complex technical issues in support of our enterprise clients.

Key Responsibilities

  • Analyze, configure, and fix networks with mixed media and protocols.
  • Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
  • Follow-Through and remote troubleshooting on all UC Incident tickets escalated to you and lead their resolution.
  • Coordinate field services as needed for onsite support.
  • Follow the defined communication procedures for incident updates.
  • Prioritize support for identified key customer functionalities and partner concerns.
  • Drive for continuous learning, results orientation, and partnership.
  • Document and communicate technical solutions effectively to both technical and non-technical audiences.

About the Team

You will work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco. We are a team of innovators, accelerators, and transformers who drive innovation to propel employee business transformation while maintaining operational quality.

About You

We're looking for team members who enjoy engaging with customers, have been impactful using their technical training and experience in a Support Engineer role, and demonstrate a proficiency and appetite for learning new technologies. You have a passion for and broad knowledge of IP Telephony & Video and Telecom technologies used in cloud / hybrid deployments.

Minimum Qualifications

  • You've achieved a Bachelor's degree in a technical field (CS/EE preferred) or equivalent plus 3+ years related experience.
  • Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways, Expressways.
  • ITIL Foundation level knowledge and/or certification.
  • Ability to handle critical customer issues/problems and deliver known solutions with a high level of customer happiness.

Desired Skills

  • Preference for Cisco Certification: CCNP Collaboration, CCIE Collaboration.
  • Other technology or product knowledge, experience or certifications in the following areas are a plus: Security, Routing, Switching.
  • Demonstrated ability to participate/lead projects independently, ensuring delivery of intended goals.
  • Prior experience with Data Center technologies including storage, virtualization (VMWare), and Cisco's Unified Computing System (UCS).
  • Understanding of Webex Technologies like Webex Hybrid, Webex Calling, Webex Meeting, Webex Teams.
  • Ability to write scripts / programs in at least one language for example: Python, Java, Perl is a plus.

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