We are working with an exciting Cisco Partner who specialises in Contact Centres supporting the Cisco platform. They have experience delivering innovative world-class Contact Centres to clients ranging from Fortune 500 companies to new companies in many varying business sectors.
This fantastic company are now seeking a Cisco Collaboration Support Engineer to join their team of experts in this purely WFH role. It is imperative you are CCNA (Collaboration) certified, or at least working to that level with solid demonstrable experience.
Receive and handle incidents and service requests, following agreed procedures.
Work with end-users and partners via chat, email, phone and conference call.
Attend weekly and monthly conference calls with Clients and Partners, providing updates on status and progress of support tasks and project requests.
Use experience to address user problems and interrogate Knowledge Base for a potential solution.
Contribute to the internal knowledge base of solutions and techniques.
Raise and manage technical support cases with 3 rd parties (e.g., Cisco TAC) as and when needed.
Performing moves adds and changes within the Contact Centre environments, covering; requirements capture, cost/time estimation and implementation.
Develop or co-author technical documentation, work instructions, change requests, training materials, etc. for both internal engineering team and customers.
Own and solve complex collaboration incidents.
Share knowledge and expertise to allow knowledge sharing and skill up among the engineering team.
Take part in the on-call rota for any urgent (only P1/P2) support cases that may arise 24/7
Assist senior engineers in complex collaboration and contact centre design/migration, performance engineering, or problem resolution projects to meet required milestones.
Support Collaboration and Contact Centre products with detailed experience in operation and configuration.
Perform on-site client visits as and when required.
Present and communicate the advantages of collaboration technologies to customers.
Requirements capture and formulation of quotations/ Change Request Documents.