Cisco Consulting Engineer - Cisco Contact Center - Night Shift (4 - 8 Years) - CC in Bangalore, India
Timing Shift : For this role, working hours would be 5 PM to 2 AM IST
Engineer is expected to be available through all communication modes during shift hours
WHO WE ARE? * Professional Services plays a vital role in Cisco’s ability to deliver Technology solutions & Services customers need to expertly plan, build and manage their Collaboration deployments that solve our customers' most complex challenges. We help customers optimize their network investment and establish speed adoption and migration of advanced technologies. * Here at Cisco Professional Services, We aim to accelerate customer success with Cisco technology and solutions through innovative services and world-class people, processes, and tools. As One Cisco, Cisco Services enables the company's strategy as customers look to Cisco to provide business solutions, become a trusted advisor and help address broader business challenges.
WHAT WE DO?
In this role, NCE will be "Cisco's face to the customer," working in a fast-paced, high-impact environment as a transparent contributor delivering on our commitments.
With a seasoned mix of broad networking knowledge and specific area expertise, as well as excellent Customer Relationship Management (CRM) skills, you're well-positioned to become a trusted advisor capable of building solid, long-term relationships with customers
At Professional Services, we deliver Collaboration Services to customers globally. Our services portfolio spans both Remote and On-site engagements ranging from Pre Sales, Consulting all the way to Plan Design & Implementation services.
Our Service offering caters to every phase(Plan, Build and Manage) of our customer network And IT lifecycle. * Planning phase covers: Strategy and Analysis, Assessment, and Design * Build phase covers: Validation, Deployment, and Migration * Manage phase covers: Product support, Solution Support, Optimization, and Operations Management
Professional Services team focuses on the following: * Manage costs, increase the speed of deployment, and demonstrate a rapid return on investment * Identify and resolve issues quickly to improve uptime and keep existing processes running smoothly * Deliver powerful user experiences to our customers * Catalyze adoption and manage change effectively to increase collaboration and productivity
Benefits of joining services
Cisco is the worldwide leader in networking that transforms how people connect, communicate, and collaborate. Our technology is changing the nature of work and the way we live.
Working in Cisco Professional Services will enable Network Consulting Engineers to provide our global customers with:
Expertise: Provides deep knowledge across a breadth of technologies which help simplify customer business
Speed: Cisco services help customers digitize faster to harness the full potential of their digital transformation.
Talent: Global support and solutions team of experts serves 180 countries and respond in 17 languages.
Working with this team and on Cisco Collaboration technology will create a unique opportunity for NCE’s to connect culture, process, and technology to bring the collaboration experience to life
Responsibilities and Expectations:
Cisco Collaboration Customer Care (Contact center) products Planning, Design, and Implementation.
Participates in or lead Customer Care (Contact center) network design, migration, support or optimization projects.
Develops/co-authors technical documents in the areas of technical requirements, design, implementation, and test Plan.
Demonstrates a detailed understanding of applying Advanced Technologies to reach the desired Architectural service requirements.
Leads and works on projects that are medium to large in scope with moderate complexity, Which involves solutions integration.
Delivers migration plan for software upgrades, has, therefore, a thorough understanding of networked applications and related dependencies
Provides technical support for customers during software deployments and Proof of Concepts. This includes working closely with the Account teams and Cisco Engineering.
Builds simulated solutions in test labs to resolve complex problems and compatibility issues.
Good business judgment, a comfortable, open communication style, and a willingness and ability to work with teams across the globe.
This individual will be passionate about their area of expertise and be interested in a specialist track as a long-term career objective.
The winning candidate will have a clear record of achievement, a willingness to work hard and perseverance to make things happen.
Technical Skills * Experience in planning, designing, implementing and troubleshooting complex Cisco Collaboration Customer care solutions and technologies for enterprise and Service provider environments. * 4+ years of experience in Cisco UCCE products -CUCM, ICM, CVP, CUSP, CIM, Social Miner, CUIC, Finesse, CTIOS, CAD, IOS Gateways, RSM and Virtualization * Experience with Customer Care technologies like Agent Desktop, ICM Scripting, IP-IVR Scripting, CVP Call Studio Scripting, Contact Centre Reporting, * Strong troubleshooting and Application Development background. * Strong understanding of telephony dial plan design, implementation, and call control/routing protocols such as H.323, MGCP, SIP, SCCP, Q.SIG, CAS, ISDN PRI, FXO, FXS, and POTS. * Experience with MCS series hardware as well as UCS B/C series platforms. * Knowledge with VMware technologies such as vCenter, vSphere EXSi, and vSphere client. * Plan and execute large-scale Customer Care upgrade and migration activities. * Support pre-sales activities related to Customer care technologies and solutions. * Build simulated Customer care networks in test labs to validate designs and/or to troubleshoot/resolve complex voice problems and compatibility issues. * Detailed understanding of TCP/IP concepts and protocols such as DHCP, DNS, TFTP, NTP, LDAP, and others * Strong understanding of IP networking, LAN/WAN switching/routing technologies and protocols.
Ability to talk about collaboration architecture, design and implementation strategies at a high level or low level(Architecture specific) with customers and partners.
Strong written, verbal and chalkboard skills
Built and articulated business cases in support of incremental business outcomes
Strong customer-interaction skills and architectural skills. Ability to work under severe customer pressure and still exercise maturity and drive issues to closure.
Proven ability to document appropriate technical information to serve as base for training, technical Operations run books and knowledge objects.
Ability to plan and execute enabling and mentoring frameworks to drive growth in the learning and development space across the team.
Manage ambiguity and disruptive change through self-drive, motivation and belief.
Manage conflicts with balance and maturity and bring convergence on key issues
Track record in an industry or horizontal solution area.
At Cisco, each person brings their different talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything - people, process, data, and things - and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.