Cisco Senior UCCE Escalation Engineer 

United States, Georgia, Atlanta 

579001804

What You'll Do

In the Webex CCE Escalation team you will own, investigate and solve complex technical issues in support of our enterprise clients. You will guide and mentor junior engineers and drive automation and standard processes for addressing issues and properly planning maintenances.

• Act as a senior Tier 2 technical support for Webex CCE customers
• Coordinate with engineering and customers to plan and complete tenant upgrades and features releases
• Develop and manage scripts to automate configuration updates, monitor the environment and implement changes

Minimum Qualifications

• Bachelor’s degree in a technical field (CS/EE) or equivalent or 7+ years related experience
• 5 + years’ experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering the following Multi Service Voice products, devices, solutions, and technologies for small, medium, large and/or enterprise businesses
• 5 + Voice gateways, CUBE, IOS gateways, dial peers, and unified call processing (UCP)

Preferred Qualifications

• Have familiarity with voice technologies
• Proficiency in programming within UCCE and related contact center applications
• Experience with log collection, packet capture and call manager
• Ability to work effectively with and provide mentorship to other members of the work group
• Strong analytical and problem-solving skill
• Ability to handle critical customer issues/problems and deliver known solutions with a high level of customer happiness