Cisco Technical Consulting Engineer CUCM 

Mexico, Mexico City, Mexico City 

560948208

The Collaboration team provides second/third level technical support for connections solutions on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams and collaborate with other TAC engineers to resolve issues.

• Support hybrid products can be replaced with Support Collaboration Products: Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Webex Calling Dedicated Instance, IP Phones, Business Edition 6000/7000 to better align with the team's product scope.
• Provide highest-level technical support to help resolve complex customer problems from on-premise to Cisco.
• Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support.
• Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use.
• Innovate - Identify and work with BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution.
• Coach and mentor others to help them advance in their career.
• Participate in delivering and exceeding customer service level commitments.

• BS in a technical field or equivalent.
• Possess 5+ years of experience in support of Cisco Unified Communications or Business Video Solutions in areas like the following:
• Call control protocols.
• Hands-on Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
• Possess an English level equivalent to B2 or higher.
• Be able to attend the office in a hybrid environment of 2 to 3 days per week.

• Strong written, verbal and presentation skills
• Understanding of Webex - Cloud application services, or Software as a Service (SaaS).
• CCNA
• CCNP, CCIE Collaboration highly desired
• 3 years (as minimum) of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. "Real time" service support environment experience is highly desired.
• Skilled understanding of any of the following areas:
• Networking - Routing Switching (TCP/QoS)
• Microsoft Solutions (Exchange, Active Directory, LDAP)
• Microsoft (IIS, SQL), VMWare, Linux, SSL Certs
• Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.
• Cisco Unified Communications Manager
• Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
• Protocols (SIP, RTP, DTMF, SAML, SMTP)
• Web Proxy
• Web API
• Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues
• Lead by example, mentor, and train others
• Ability to work with Engineering architects to influence serviceability and usability design