Please see the below job opportunity for 2 engineers in our Managed Services area. Positions are fully remote, however candidates must reside in the US. Also, West Coast Time zone work schedule is preferred.
Please contact me via the community system if you're interested/have more questions. Please don't post replies/questions to the post itself to avoid flooding other community members who are not interested.
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The MS Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.
The MS Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.
"Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set."
Key Roles and Responsibilities:
Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
Perform necessary checks, apply monitoring tools and respond to alerts
Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
Assist in analyzing, assigning and escalating support calls
Investigate third line support calls assigned and identify the root cause of incidents and problems
Report and escalate issues to 3rd party vendors if necessary
Provide onsite technical support to clients and provide field engineering services to clients
Conduct monthly random review of incidents and service requests, analyze and recommend improvement in quality
Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed
Proactively identify opportunities for work optimization including opportunities for automation of work
What we expect you to do:
Deliver Level 2 technical support on global, enterprise class Contact Center environments running various versions of Cisco Contact Center Enterprise (CCE) and Contact Center Express (CCX) in a Managed Services Environment
Perform incident, service request, and problem management functions
Work closely with others in a team environment
Work out of a group ticket queue and manage an individual queue, ensuring all cases owned are kept up to date
Maintain a high level of professionalism in written and verbal communication
Work & escalate problem management & root cause analysis for customers when required.
Here's what we are looking for in candidates for this job
3+ years of Cisco Contact Experience Is Required within UCCE and UCCX.
Ability to provide trusted guidance to customers operating UCCE, UCCX & CVP & IP Telephony Applications.
Experience with supporting clients with various Cisco Applications: CUCM, Unity, CUSP
Experience with troubleshooting Cisco Contact Center Applications, Microsoft SQL, Windows Server, and Active Directory environments
Skills and Core Competencies
Full exposure to resolving customer issues within Cisco Contact Center environments. Candidates should show high confidence with troubleshooting and advising on the following:
Packaged and Unified Contact Center Enterprise (IP IVR and CVP Deployments)
Contact Center Express
Finesse, CTIOS, and Cisco Agent Desktop applications
Competency with Cisco Unified Communication Manager, CUSP, and Unity only as they relate to Contact Center Enterprise and Express deployments
Windows Server and Active Directory functionality as they relate to CCE
Microsoft SQL Server functions in Unified CCE deployments
Cisco branded peripheral CCE applications such as CUIC Reporting Platform and EIM/WIM, VVB
Competency with minor scripting modifications on existing scripts within CCE (Routing/Admin), CCX and Call Studio Platforms.
The ability to learn new technologies and 3rd party integration applications as they relate to UCCE/UCCX
Understating of call signaling using SIP and applications injected into signaling call flows such as SIP Proxys
Professional communication, written and verbal in all aspects of the role
Clear understanding of general troubleshooting methodologies
Leadership on technical incidents and the ability to manage conference calls regarding incidents or other technical discussion
What will make you a good fit for the role?
Standard career level descriptor for job level:
• Have wide-ranging experience
• Uses professional concepts and company objectives to solve complex issues in creative ways
• Networks with others outside own area of expertise
• Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
• May coordinate others’ activities
• Typically requires significant related experience with a Bachelor’s or equivalent degree
