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Cisco Collaboration Support Engineer - Cisco Partner job in London at Collaboration Engineering

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Cisco Collaboration Support Engineer - Cisco Partner at Collaboration Engineering

Cisco Collaboration Support Engineer - Cisco Partner

Collaboration Engineering London, Greater London Full Time
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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.


  • Cisco CCNA Collaboration (or equivalent experience)
  • HND (or equivalent experience)


  • 1-2 years of experience working on Cisco products in support or delivery.
  • Previous experience in a similar role.

Essential Skills (Technical)

  • Excellent ICT literacy skills (Microsoft Office suite)
  • Understanding of ITIL and business processes
  • Knowledge of Systems Monitoring Platform: SolarWinds and Nagios
  • Understanding of Unified Communications and Contact Centre architectures
  • Knowledge and a good understanding of IP Telephony-related technologies, including:
    • Voice Gateway
    • CUBE
    • Unified Communications Manager
    • Cisco Contact Center Enterprise
    • Cisco Contact Centre Express
    • Cisco Voice Portal (CVP)
    • Cisco Intelligent Contact Management (ICM)
  • Knowledge of Virtual Machine environments
  • Knowledge of Linux/Unix platforms
  • Good understanding of Contact Centre best practises
  • Knowledge and experience with Microsoft Windows Server, SQL and Active Directory
  • Knowledge of customer Collaboration or contact Centre technologies, including:
    • Agent Desktop/Finesse
    • Endpoint devices
    • IVR scripting
    • Contact Centre reporting
    • Troubleshooting

Essential Skills (Non- Technical)

  • A high degree of raw analytic thinking ability, logical reasoning ability, and curiosity.
  • Passionate about his or her area of expertise and interested in a specialist track as a long-term career objective.
  • Strong written, verbal, and presentational skills.
  • Able to work under pressure.
  • Creative, with a practical approach and an intuitive feel for financial consequences of recommendations
  • Good business judgment, a comfortable, open communication style, and a willingness and ability to work with teams.
  • Able to synthesize complexities into clear communication and action plans.
  • UCCE experience (nice to have).
  • £40k-£50k Dependant on experience
  • Pension
  • 5 weeks Holiday + Complimentary day off for Birthday

Recommended Skills

Interactive Voice Response
Time Estimation
Information And Communication Technologies
Unified Communications
Technical Documentation
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Job ID: 511acd4df0ad