Description
This Technical Consulting Engineer role provides critically important support for Collaboration and Contact Center customers, applying deep technical expertise to conduct advanced troubleshooting and resolve complex interaction challenges.
You will serve as a technical guide dedicated to handling and resolving complex customer issues and supporting premium solution offers. Your responsibilities include:
- Technical Problem Solving: Independently handle complex customer issues by building detailed lab setups to duplicate problems and submitting precise bug reports and critical issues to Engineering.
- Customer Success Management: Build and maintain strong customer relationships, taking full ownership of their success and providing guidance on enhancement solutions.
- Operational Excellence: Develop scripts and documentation to build intellectual capital and use AI-assisted automation tools to increase the speed and quality of issue resolution.
The ideal candidate will have:
- Bachelor’s degree with 5+ years of related experience, Master’s degree with 3+ years, or equivalent professional experience.
- Professional-level certification (e.g., CCNP Collaboration) or equivalent industry certification.
- Proven proficiency in solving complex Contact Center environments, including call routing, IVR, and applications.
- Strong foundational knowledge of VoIP protocols (SIP, RTP) and cloud architecture concepts.
- Strong foundational knowledge of the OSI Model and TCP/IP protocols.
Preferred qualifications include:
- Hands-on experience with Webex Contact Center (WxCC) or Cisco Unified Contact Center Express/Enterprise (UCCX/UCCE).
- Working knowledge of cloud-native technologies, API solving (REST/JSON), and web-based applications.
- Familiarity with Local Gateway (LGW), or SIP Gateway (SIP GW) devices.
- Experience using AI-based productivity tools to streamline technical investigations.
- Proven track record to lead technical discussions, build lab environments for complex scenarios, and contribute to internal intellectual capital.
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