1221805 - Customer Support Engineer- Contact Center

  • Location:
    Richardson, Texas, US
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Cisco's Technical Services is team of elite technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. The Cisco TAC provides live technical support through multiple channels, including phone, email, and chat whenever and wherever you need it. Technical Services ensures product & network operate efficiently and benefit from the most up to date system and application software. Major Cisco TAC Centers are located in Sydney, San Jose, Raleigh, Richardson, Boxborough, Bangalore, Brussels, and Tokyo. Regional or satellite locations are strategically deployed in twelve additional cities.

Who You'll Work With

The Contact Center team is made up of highly-responsive and self-driven technology geeks who love what they do: Enabling our Customers by enabling Cisco Technology! You will work with a team that delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration, and multi-channel contact management over an IP infrastructure.

Who You Are

  • You are able to provide 2nd/3rd level technical support on a worldwide basis to customer sites where Cisco IP Contact Center (IPCC) and other Cisco Call Center applications are deployed
  • You have excellent communication skills and the dream to ensure customer success
  • You love supporting and troubleshoot IP Contact Center and Voice products
  • You are passionate about groundbreaking technologies
  • You want to be part of a tight-knit team that collaborates with like-minded innovators in a fun and flexible culture

The minimum requirements for this role are:

  • You have 3-5 years experience crafting, deploying, configuring, supporting, trouble shooting, debugging and administering General IP Contact Center and Voice-focused products, devices, and technologies for small, medium, large and/or enterprise businesses.
  • You need 2-3 years Administrator level knowledge of either Microsoft Windows or Unix
  • You have 2-3 years working knowledge of Networking industry, products and protocols
  • You also have 2 or more years of Database experience (Oracle, SQL, Sybase) Microsoft SQL server, Active Directory, Exchange
  • And last but not least, you have 2+ years Microsoft Operating System troubleshooting, Network Design and Implemetation

Desired Skills

  • Cisco IPCC, IPCC Express, Unified Communications Manager, and Cisco Unified CallManager CUCM Express (formerly Cisco CallManager Express) IP-PBX
  • Call Center Intelligent Contact Manager, Unified Contact Center, Unified Messaging, Voice Solutions, Cisco IPT related products
  • Cisco AVVID products – Unity, Unity Express, Architecture for voice, video, and integrated data
  • Cisco Voice portals, Voice Gateways
  • VoIP protocols such as SIP, MGCP, SCCP, H.323, RTP/SRTP
  • IP-IVR

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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