Incident Engineer Tier 2 - Contact Center
Krakow, Poland
2 d. temu

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 CMS 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 troubleshoot networks with mixed media and protocols.
  • Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
  • Provide remote troubleshooting support to resolve CC related issues
  • Follow-through on all CC Incident tickets assigned to your bin and their resolution
  • Engage PS and TAC for assistance and complex issues support
  • Coordinate field services as needed for onsite support
  • Follow the defined communication procedures for incident updates
  • Strictly adhere to processes related to tickets update with meaningful and correct notes
  • Respond to network management system alarms according to established processes
  • Priority support for identified key customer functionalities and escalations
  • Effectively work with cross-functional teams to resolve major customer issues.
  • Drive for continuous learning, results orientation, and teamwork.
  • Work on developing automations and scripts that allow you to work faster and more efficiently
  • Help improve overall team quality by automating repetitive tasks and changes on the infrastructure
  • Who 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 team player.

    Technical knowledge and customer satisfaction are in your DNA. You have excellent verbal and written communication skills.

    You are able to 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 troubleshooting.

    Required Skills

  • In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP).
  • Good understanding of Cisco UCCE Architecture, deployment models and components.
  • Hands on experience in Cisco UCCE Call flow scripts.
  • Good knowledge and hands on experience in Cisco CVP Scripting.
  • Good hands on experience in CVP Micro app and knowledge in VXML application.
  • Good hands on experience in VXML Gateway configuration and troubleshooting.
  • Knowledge in Cisco Unified Intelligence Center Reporting (CUIC).
  • Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IM&P, CUC)
  • Good understanding of various APIs, SDKs and protocols used for automation : AXL, REST, SOAP
  • Ability to troubleshoot UCCE / CVP solutions covering multiple products and features under and drive incidents towards resolution
  • Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
  • Excellent written and verbal communication, interpersonal and presentation skills.
  • Proven planning, prioritization, and organization skills
  • ITIL Foundation level knowledge
  • Desired Skills

  • CCNP Collaboration, 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

    We connect everything : people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals.

    And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

    We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation.

    We are dreamers and we are doers.

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