Lead UCCE Support Engineer

2 weeks ago

San Jose, California, United States Cisco Full time

We are a vibrant operational team within the Webex Cloud Infrastructure Platform, committed to the effective management of the Webex Contact Center Enterprise product suite. Our focus on Operational Excellence is essential as we design, build, and maintain dedicated instances of Contact Center infrastructure for Enterprise clients globally. We act as a vital link between our Partners, Customers, and our Engineering and Product teams, ensuring smooth and dependable service delivery.

Key Responsibilities

As a member of the Webex CCE Escalation team, you will take ownership of, investigate, and resolve intricate technical challenges in support of our enterprise clients. You will also mentor junior engineers and lead initiatives to automate and standardize processes for issue resolution and maintenance planning.

  • Serve as a senior Tier 2 technical support resource for Webex CCE clients.
  • Collaborate with engineering teams and customers to schedule and execute tenant upgrades and feature releases.
  • Create and manage scripts to automate configuration updates, monitor system performance, and implement necessary changes.

Collaboration

You will be part of our Platform and Infrastructure team within the Workplace Collaboration organization at Cisco. We are Innovators, driving innovation to facilitate employee business transformation while upholding operational quality. We are Accelerators, enhancing digital solutions to achieve cost savings and efficiency gains for enterprise growth. We are Transformers, reshaping the employee experience by prioritizing agility, quality, and security in our operations.

Candidate Profile

We seek team members who thrive on customer engagement, have made significant impacts through their technical expertise in a Support Engineer capacity, and possess a strong desire to learn new technologies, demonstrated by their ability to build upon their foundational knowledge. This role presents an excellent opportunity for individuals with determination and a customer-centric perspective to refine their skills and advance their careers while enhancing customer experiences with a leader in networking technology.

Essential Qualifications

  • Bachelor's degree in a technical discipline (Computer Science/Electrical Engineering) or equivalent experience, along with 7+ years of relevant experience.
  • Over 5 years of experience in designing, deploying, configuring, supporting, troubleshooting, and administering Multi-Service Voice products, devices, solutions, and technologies for businesses of various sizes.
  • Experience with Voice gateways, CUBE, IOS gateways, dial peers, and unified call processing (UCP).

Preferred Qualifications

  • Familiarity with voice technologies.
  • Proficiency in programming within UCCE and related contact center applications.
  • Experience with log collection, packet capture, and call management systems.
  • Ability to effectively mentor and collaborate with team members.
  • Strong analytical and problem-solving abilities.
  • Capacity to manage critical customer issues and deliver solutions that ensure high levels of customer satisfaction.

Why Join Cisco?

At Cisco, we celebrate uniqueness and work together as a team to create innovative technology that fosters a more inclusive digital future. Our technology ensures secure data transmission across global connections, impacting various sectors, including healthcare and education. We tackle challenges collaboratively, support one another, and recognize achievements, both big and small. Giving back to the community is integral to our culture, with dedicated time off to contribute to meaningful causes.

We believe that an inclusive future begins with us. Our commitment to diversity and equality drives our efforts to create a better world through technology and community engagement.

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