Cisco Unified Contact Center support engineer

Job Title : Cisco Unified Contact Center support engineer

Relevant Experience (Yrs) : 5+ Years

Mandatory Technical Skills:

  • Provide second/third level technical support on a worldwide basis via phone, email, web and remote access to customer sites where Cisco Unified Contact Center (UCC/IPCC) and other Cisco Call Center applications are deployed.
  • Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking.
  • Function as technical lead for large customer accounts with multiple concurrent technical issues.
  • Formulate technical action plans for analyzing and resolving end-to-end solutions.
  • Generate clear and concise documentation in the form of case notes, technical tips and white papers.
  • Works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills.
  • Provide systems/product training.
  • Provide guidance & leadership to less experienced engineers.
  • Acts as a focal point for large account Contact Center/UCC/IPCC problem resolution.
  • Provides support on a world-wide basis.


Required Skills:

  • 2+ years Administrator level knowledge of either Microsoft Windows or Unix
  • 2+ years working knowledge of Networking industry, products and protocols
  • 2+ years of IP Networking experience
  • 2+ years MSFT SQL server
  • 2+ years MSFT Operating System troubleshooting
  • 2+ years MSFT Networking design and implementation
  • 2+ years MSFT Operating System security modeling/design, implementation and troubleshooting
  • 2+ years of Voice experience
  • 2+ years dealing with Voice Solutions


Responsibilities :

  • General IP Contact Center
  • ICM (Intelligent Contact Manager)
  • Ability to communicate effectively both verbally and in writing
  • Database experience (Oracle, SQL, Sybase)
  • Working with cross-functional team
  • Ability to determine problems and deliver known solutions
  • Presentation skills
  • Ability to work effectively with and provide guidance to other members of the work group
  • CCNA or higher networking certification
  • Previous Customer Support experience
  • Cisco IPT related products: CallManager, Unity, UCC/IPCC, Voice Gateways, etc…
  • MSFT Active Directory
  • MSFT Exchange


Desirable Functional Skills:

  • Pro-active
  • Self starter
  • Shows initiative
  • Keen to learn
  • Thorough, checks their own work and regularly asks for others input
  • Well organized
  • Excellent written & verbal communication


Duration: 6 months

Work Location : Richardson, TX