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UC L2 Engineer (Must have Contact Center experience)

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
India

Offer summary

Qualifications:

2 to 5 years of Cisco UC experience., Experience with contact center technologies., Ability to read and understand design documents., Familiarity with networking protocols..

Key responsabilities:

  • Review customer environment requirements.
  • Manage and troubleshoot Cisco UC components.

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World Wide Technology XLarge http://www.wwt.com
10001 Employees
About World Wide Technology
We are thinkers and doers. We combine strategy and execution to help organizations accelerate growth and realize a brighter future. We take complex technology solutions and make them practical and actionable. Then we deliver them globally.
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Job description

  • Review and validate understanding of customer environment requirements
  • Ability to read and understand a Statement of Work
  • Ability to read and understand Low Level and High Level Design Documents
  • A self-starter that can work remotely with little supervision
  • Follow WWT standards for design documentation
  • Review and recommend process changes
  • Manage, troubleshoot, and configure all components of a Cisco UC system
  • Review, audit, and approve Change Management
  • Attend and occasionally lead customer facing meetings/discussions
  • Understanding of networking protocols
  • Ability to work within Service Now ticketing system
  • Open and manage supports cases that require vendor escalation (TAC Cases, Calabrio, Microsoft) etc.

,

  • Qualified candidates will have 2 to 5 years of hands-on Cisco UC experience.
  • Candidate must have experience with the following:
    • Cisco Unified Communications Manager
    • Cisco Unity Connection
    • Cisco IOS Voice Gateways
    • Cisco Unified Border Element (CUBE)
    • Cisco Instant Messaging & Presence (Jabber)
    • Cisco Expressway C/E
    • Webex Calling
    • LDAP Integration
    • Cisco Unified Contact Center Express (UCCX
  • Candidate must have hands-on experience with one of the following technologies:
    • Cisco Unified Contact Center Enterprise (UCCE)
    • Webex Contact Center (WxCC)
    • Webex Contact Center Enterprise (WxCCE)
    • Cisco Packaged Contact Center Enterprise (PCCE)
Specialized Knowledge, Skills, And Abilities

  • Additional knowledge in the following areas would be ideal but not required.
    • Calabrio One
    • Bucher and Suter
    • Acqueon
    • Google CCAI
    • Contact Center Scripting and Call Flows

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Cisco Unified Contact Center EnterpriseCisco Unified Communications ManagerLDAP AdminContact Center SoftwareCisco Customer Voice Portal (CVP)Network ProtocolsCisco WebExServiceNow

Other Skills

  • Supervision
  • Teamwork
  • Communication
Are you interested?

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