Customer Support Engineer- HTTS UCC

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Collaboration, Video
  • Job Id

<b>What You'll Do</b>

This Voice/Unified Contact Center Customer Support Engineer (CSE) position has the following responsibilities:

You will provide senior level second line phone/email consultation to independently debug complex IP Contact Center problems.

You conduct systems/product training for peers within the High Touch Technical Support (HTTS) team.

You'll act as a senior level focal point for large account network problem resolution and are the go-to resource for the team and on a worldwide basis to all HTTS customers.

You support reactive case handling for Cisco's largest SP and Enterprise customers with Cisco UCC technologies (Cisco Unified Contact Center, CVP, IVR).

You will report to Mgr, Technical Support and collaborate with lower level CSE's, VARs, OEMs & end-users & internal engineering departments.

<b>Who You'll Work With</b>

Our goal is to deliver the intimate and personal service expected by the top 5% of Cisco’s Collaboration customers. Your work will define the differences between regular smartnet coverage and high touch. This team is an exciting, self-driven group of the industry’s top talent. Our work influences the way the organization considers service delivery and we constantly challenge the status quo of excellence.

<b>Who You Are</b>

Typically requires a BSCS or related (or equivalent experience) plus 4-7 years of relevant experience, significant Contact Center, or IP Telephony experience.

In depth knowledge of installing, supporting, and troubleshooting Call Center products and Unified Communications solutions.

IP Networking experience; Knowledge of Networking industry, products and protocols-CCIE Voice, or equivalent level industry certification preferred.

Desired Skills:

Your documentation skills will be needed for case management, knowledge collection, defect management and trainings.

Your excellent verbal communication skills are critical for this engineering role as most of the work being done is through the phone.

With your extraordinary Problem Solving skills and a deep understanding of TCP/IP, you will be a strong partner as this position covers all Cisco Contact Center solution and IP Telephony technologies including QoS on Cisco platforms.

Collaboration skills allow the HTTS IPCC team to relies on each other to communicate and find solutions. This results in a team which has shown to be successful in driving Issues to Resolution quickly.

You need a working knowledge of handling network down situation as this role will be handling S1/S2 Service Requests with limited supervision.

You have the ability to consistently drive recreates remotely as many issues result in the engineer needing to perform a recreate of the problem in order to isolate issues and provide resolve.

You are a highly motivated, organized self starter whom works with minimal supervision. You consistently prioritize your workload and manage customer commitments.

You come with prior TAC/BU Experience plus Cisco Voice CCIE certification and/or current Cisco CCVP/UCCX.

<b>Why Cisco</b>

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.

We Are Cisco.

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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