Senior Collaboration Engineer Customer Support

  • Location:
    Krakow, Poland
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id
The Business Entity
Cisco seeks talented Engineers to join the Voice Support Operations Team in CMS (Cloud & Managed Services).

The ideal candidate will have (equivalent of) NOC and/or TAC experience, Technical skills corresponding to CCVP/CCIE level, outstanding customer skills, sense of ownership and work autonomy and a very strong desire for continuous learning, results orientation and teamwork. Outstanding working knowledge in Routing, Switching and IP Telephony/Video is required.

The Team
In this role you will gain insight into the detailed functionality of Cisco products, with particular 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.

Responsibilities include:

* Develop expertise in specific areas (i.e. technology, product)
* Identify strengths, gaps and improvement opportunities across the team (both technically and procedural)
* Effectively create and utilize complex lab setups to proactively identify, duplicate and solve problems, validate planned changes to software and hardware design
* Take ownership of complex problems, provide remote support in performing analyses, configuration and optimization of large complex architectures with mixed media and protocols
* Monitor and evaluate progress to resolution of Incident tickets
* Engage AS and TAC for assistance on RMAs and complex issues support
* Follow the defined communication procedures for incident updates
* Respond to escalations and/or assistance requests originated from customer or peer engineers according to established processes
* Manage issues / engineers involvement and customer communication by setting expectations, taking ownership and meeting/exceeding those expectations in order to achieve the highest level of customer satisfaction
* prioritize and drive to resolution identified key customer issues
* Effectively work with cross-functional teams to resolve major customer issues.
* Provide guidance and leadership to less experienced engineers
* Create and/or improve Methods of Procedure and action plans for usage in pro-active and reactive measures
* Create and refine processes to drive team towards SLO goals and to ensure repeatable customer experience.
* Submits complete and correct product defect reports in area of expertise
* Drive for continuous learning and improvement, results orientation and teamwork.

Skills Required

* Strong leadership and crisis management skills
* Excellent working knowledge of Routing, Switching, IP Telephony/Video, and Telecom technologies (including experience dealing with carriers).
* Excellent analytic skills
* Ability to work while receiving minimal supervision, keeping focus on results
* Translates worldwide team goals into own work assignments
* 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.
* Ability to function effectively in ambiguous circumstances
* Ability to mentor and coach others, transfer knowledge and/or effectively explain complex technical concepts
* Shares information and communicates clearly with team members in order to improve team effectiveness. Encourages and accepts feedback.
* Ability to drive change through innovation & process improvement
* Proven planning, prioritization and organization skills.

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