Cisco UCCE Technical Specialist

6 days ago


Dallas, Texas, United States Glow Networks Full time
Job Overview

Glow Networks is seeking a skilled Cisco UCCE Technical Specialist to join our team. This role requires strong technical expertise and problem-solving skills.

Salary

The estimated salary for this position is $120,000 - $180,000 per year, depending on experience.

Job Description

We are looking for a highly motivated and experienced Cisco UCCE Technical Specialist to work with our remote team in the USA. The successful candidate will be responsible for analyzing, configuring, and troubleshooting complex networks using mixed media and protocols.

  • Analyze and troubleshoot network issues with mixed media and protocols.
  • Create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
  • Provide remote support to resolve UC related issues.
  • Follow-through on all UC Incident tickets assigned to your bin and their resolution.
  • Engage PS and TAC for assistance on RMAs and complex issues support.
  • Coordinate field services as needed for onsite support.
  • Follow the defined communication procedures for incident updates.
  • Strictly adhere to processes related to tickets update with meaningful and correct notes.
  • Respond to network management system alarms according to established processes.
  • Prioritize support for identified key customer functionalities and escalations.
  • Work collaboratively with cross-functional teams to resolve major customer issues.
Required Skills and Qualifications

The ideal candidate will have in-depth knowledge of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP). They should also have good understanding of Cisco UCCE Architecture, deployment models, and components.

  • In-Depth knowledge of Cisco Unified Contact Center Enterprise (UCCE).
  • Good understanding of Cisco UCCE Architecture, deployment models, and components.
  • Hands-on experience in Cisco UCCE Call flow scripts.
  • Good knowledge and hands-on experience in Cisco CVP Scripting.
  • Good hands-on experience in CVP Micro app and knowledge in VXML application.
  • Good hands-on experience in VXML Gateway configuration and troubleshooting.
  • Knowledge in Cisco Unified Intelligence Center Reporting (CUIC).
  • Knowledge of Cisco Unified Communication technologies and products (CUCM, CUCM IM&P, CUC).
  • Good understanding of various APIs, SDKs, and protocols used for automation: AXL, REST, SOAP.
Benefits

Glow Networks offers a competitive benefits package, including health insurance, retirement savings plan, and paid time off.

Others

This role requires excellent written and verbal communication, interpersonal, and presentation skills. The ideal candidate will also have proven planning, prioritization, and organization skills, as well as ITIL Foundation level knowledge.



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