CMS Consulting Engineer Tier 3 - Collaboration

The Customer Experience team at Cisco is a team of elite authorities whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, growing customer satisfaction metrics, industry recognition, and employee happiness scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be vast, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

Cisco Managed Services (CMS) group seeks a Consulting Engineer with expertise in Cisco Collaboration Technologies. As a CE in our premier team you will gain on the job experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

All CMS team members are expected to contribute in the following areas:

• Provide remote troubleshooting support on a priority basis within customer network environments.
• Proactively engages and collaborate with other engineers for problems that may require lab recreates or higher level of technical support.
• Support and collaborate with other CMS and cross-functional teams to resolve major customer issues.
• Strive for continuous learning, result orientated and collaboration.
• Develop expertise in specific areas (i.e. technology, product).
• Work on complex problems where analysis of situations requires in-depth evaluation of factors.
• Solve sophisticated enterprise networks to quickly resolve downtime and outages.
• Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.
• Effectively communicate issues to engineers within the support team, and resolutions/work-arounds to the customer.
• Receive minimal direction, no instruction on routine work, and general instruction on new assignments.
• Perform ad hoc analyses and tasks as assigned.
• Provide mentorship and leadership to less experienced engineers.
• Participate in daytime and night/weekend on-shift/on-call rotation.
• May require some travel to customer locations in this role.

The organization comprises of highly skilled, dynamic, diverse, and passionate engineers who excel in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team. The team is a good mix of engineers with varying years of experience in Cisco technologies and solutions, and each and every one of them bring great value to the table. Our team has global presence located in half a dozen countries around the globe.

The team supports a global financial customer. As a member of the team, you will support a global network operating in 54 countries.

You are a self-starter who requires little oversight to achieve and meet your goals. You have fantastic inter-personal skills and are a truly outstanding teammate. Customer satisfaction drives you to success! You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple factors under customer pressure. You have a strong technical background and a deep understanding of effectively resolving technical issues

• Minimum of 5 - 10 + years of relevant work experience.
• Domain expert level of knowledge within Cisco's core collaboration technologies consisting of Cisco Unified Communication Manager (CUCM), Cisco Unified Contact Center Express (UCCX), Cisco Unity Connection (CUC), Cisco Unified Communications Manager IM & Presence, Cisco Jabber.
• Knowledge of Unified Communications hardware including Cisco UCS Servers, ISR Voice Gateways and IP Phones.
• Experience with VOIP protocols (MGCP/H.323/SIP/SCCP) in addition to well versed knowledge working with PSTN connections (FXS/FXO/T1/PRI/SIP) is required.
• Knowledge of network protocols (DHCP, NTP, CDP, LLDP) and Quality of Service (QoS).
• Working knowledge of software programmability, automation, orchestration and/or virtualization.
• Established crisis management skills.
• Strong analytical, problem solving and organizational skills.
• Strong written and verbal communication skills.
• Prior experience in support of remote customer networks required.
• Engineering/Computer Science/IT educational degree courses or equivalent experience.
• CCIE Voice/Collaboration certification is highly desired.
• ITIL certifications is a plus.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco