UCTG Solution Assurance – Solution Support Engineer

The Business Entity:

Cisco Unified Communication Technology Group (UCTG) is #1 global leader in unified communication and customer care technologies, which provides best-in-class integrated solutions that redefine collaboration experience. Cisco unified communication solutions span a wide variety of solutions and technologies, including Cloud-based SaaS Offerings, Hosted Collaboration Solutions, and Premise solutions for Customer Care and Unified Communications.

What you bring to the role:

As a Solution Support Engineer, you join our team to support our customer base on Cloud Contact Center Solution (Customer Journey Platform). Apart from troubleshooting technical issues you will liaise with Cisco Global TAC, Customer Solutions Managers, Operations, Developers, OEM Partners and Third Party Vendors to ensure resolution to the issue and enable customer satisfaction.

The solution uses leading edge technologies in a highly distributed fashion to provide a scalable highly resilient SaaS offering in the Cloud. As a Solution Support Engineer you will be able to learn these technologies that meet the needs of our customers.

Responsibilities:

– Provide Tier 2/Tier 3 support to Cisco Global TAC on Highly Complex issues that are escalated in to the Business Unit

-Participate in calls (onsite and virtual) as a technical lead, where your knowledge and expertise of Cisco Contact Center products will allow you to troubleshoot/Debug problems faced by Customers

– Troubleshoot VoIP/telephony, Application server and database issues and own until resolution

– Be creative about using tools at your disposal to provide excellent customer service and unique solutions that drive customer success

– Engage with Partners and Enterprise customers to work through complex technical issues

– Liaise with Customer Success Managers, Developers, Operations and Third Party vendors to ensure satisfactory resolution to issue resulting in Customer Satisfaction

– Follow standard procedures and escalate unresolved issues to the DevOps or Engineering teams

– Provide status updates to Executives on critical issues that significantly impact customer’s business

– Engage as a facilitator when Critical or Major incidents are reported on the platform

– Ensure right level of communication is delivered to Customers, Partners and Internal stakeholders as part of incident management

– Help develop Knowledge Base for customers and internal personnel

– Develop and maintain deep product and application knowledge

Desired Profile:

– 5+ years of proven experience working as a Support Engineer on ACD, IVR, CRM, WFM, Contact Center or equivalent

– Good knowledge of Linux/Unix and SQL

– Good understanding of distributed systems

– Good analytical & trouble shooting/debugging skills

– Good understanding of Telecom and Voice infrastructure specifically SIP protocol

– Excellent written and verbal communication, listening, negotiation and presentation skills.

– Flexibility to work across Time Zones if situation demands

– Proven ability to own problems to resolution from beginning to end

– Excellent case manager and excels in multi-vendor environment

– Ability to collaborate well with a diverse group internally as well as external vendors on a regular basis

– Exceptional work ethic and Adherence to policies and procedures

Nice to have skills:

Knowledge on Enterprise Contact Center software