Customer Support Engineer - HTTS Unified Contact Center **** Work location is flexible to any US Cisco Office **** CCIE Voice

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

--Provide second line phone/email consultation to independently debug complex IP Contact Center problems.
--Provide systems/product training to peers within the High Touch Technical Support (HTTS) team.
--Act as a focal point for large account network problem resolution.
--Act as a technical expert and go-to resource for the team.
--Provide support on a world-wide basis to all HTTS customers.
--Support reactive case handling for Cisco's largest SP and Enterprise customers with Cisco UCC technologies (Cisco Unified Contact Center, CVP, IVR)
--Report to Mgr, Technical Support.
--Interface with lower level CSE's, VARs, OEMs & end-users & internal engineering departments.
--Work on problems of diverse scope where analysis requires evaluation of identifiable factors.

Required Skills:
-Typically requires BS CS or related (or equivalent exper) plus 6-8 yrs 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

Desired Skills:
-Strong documentation skills--to be utilized for case management, knowledge capture, defect management and Trainings.
- Excellent verbal communication skills--these skills are essential for this engineering role as most of the work being done is through the phone.
-Very strong Problem Solving skills--will be utilized often as this position covers all Cisco Contact Center solution and IP Telephony technologies.
-Strong understanding of TCP/IP--IP knowledge is critical as it is the foundation for most IP Telephony technologies.
-Working knowledge of handling network down situations--This role will be handling S1/S2 Service Requests with limited supervision.
-Ability to drive recreates remotely--Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.
-Engineer should have experience and knowledge of IP Telephony protocols, proficient with QoS on Cisco platforms, and thorough understanding of Cisco's product line.
-Must be highly motivated and self driven. Must be able to work with minimal supervision.
-Good organizational skills. The position requires that the CSE is able to prioritize his/her workload and manage customer commitments.
-Strong teamwork and collaboration skills. The HTTS IPCC team relies on each CSE to communicate and collaborate often. This results in a very strong teamwork which has proven to be successful in driving Issues to Resolution quickly.
-Cisco Voice CCIE certification and/or current Cisco CCVP/UCCX.

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