Senior Escalation Engineer - Solution Assurance Team

Job Description

Contact Center Solution Engineer- UCCX, UCCE, WxCC The Business Entity:Collaboration Technology Group (CTG) is #1 global leader in collaboration technologies, which provides best-in-class integrated collaboration solutions that redefine collaboration experience. Cisco collaboration solutions span a wide variety of solutions and technologies, including Cloud Collaboration Services, SaaS Offerings, Hosted Collaboration Solutions, and Premise solutions, Endpoints, Video, Presence, Conferencing, Customer Care and Unified Communications.What Youll DoCiscos Solution Assurance team is on a mission to improve the world s experiences with Collaboration solutions. You ll work on Industry leading Customer Journey solutions based on technologies and platforms spanning cloud, AI and machine learning, analytics, integration, connectivity, messaging and more. You will be at the frontline, helping our customers - to help the world s leading global brands better engage and serve their customers. With more than 30,000 customers today, we are leading the market in developing and delivering more intelligent customer and employee experiences at cloud speed and scale.Who Youll Work With:We are the fastest growing group within Cisco s Collaboration Technology Group (CTG), the #1 global leader in collaboration technologies. Our Customer Journey Business Unit is a global leader in Contact Center solutions and we are growing our Cloud engineering teams to build the next generation of fully integrated cognitive and collaborative customer care solutions.You will be part of the Solutions Assurance team whose charter and role are to represent the lifecycle view from presales activities to Day2 success of the customer care ecosystem globally delivering on a vision of becoming #1 worldwide in market place. Execution of this vision requires driving higher customer satisfaction by ensuring right architectures/designs are in place, managing critical customers, escalations and technically enabling our partners and customers on our solutions globally.Our customers expect, and get, uninterrupted continuous operation. Your role is critical in ensuring that Cisco s customer s operations go uninterrupted. You will work as part of a team of experts on different products within Cisco s Customer Care portfolio providing critical troubleshooting and consulting services to Cisco s Customer Collaboration customers. The opportunity exposes you to a variety of technologies and solutions that are being used by huge number of customers worldwide.In this role you work with your peers, engineering, product management and across organizational boundaries with sales, services, support, partners and leadership to solve customer problems as well as build, maintain, and grow customer and partner loyalty. The key to success in this role will be your ability to understand and troubleshoot issues and communicating effectively with internal and external teams.What you bring to the role:Its required that the Solution Support Engineer be extremely strong in communication and presentation skills, both verbal and written. Successful candidate should be very good at understanding the Cisco Contact Center products and solutions, code and design with an ability to work on different kinds of platforms. The optimal candidate should have a strong presence, strong sense of ownership in driving escalations to resolution and be able to think on their feet while meeting with clients. They will leverage an ability to quickly grasp new use cases and acquire new platform knowledge through independent study, as well as through interaction with other team members. The candidate will be able to discuss technology through the language of business, know when to be more or less detailed, and evoke confidence in our solutions and technology to help remove any barriers a customer might raise.Who you are:You are a member of the Solution Support Team that provides global engineering support for customer issuesParticipate in calls (onsite and virtual) as a technical lead, where your knowledge and expertise of Cisco Contact Center products will allow you to troubleshoot/Debug problems faced by CustomersDebug customer issues and escalate to appropriate teams as necessary. Analyse Logs, Understand code and troubleshoot issues.Development and testing of Engineering Diagnostic Patches for effective troubleshooting and problem resolutionIdentify use cases not yet covered by our current platform/Patterns on issues faced by customers and submit them to product managementWorks closely with Product Line engineering groups across Cisco and and contribute to the formation of a product roadmap.Be creative about using tools at your disposal to provide excellent customer service and unique solutions that drive customer successServe as a Subject Matter Expert (SME) for one or more products within the Customer Care Portfolio of CiscoProvide timely executive summary status reporting to management.Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.SkillsHands-on experience with Cisco Customer collaboration solutions.Excellent debugging, troubleshooting and debugging skillsYou will have around 6+ years Java/C++/Database ExperienceGood understanding of OOP, Multithreading, REST API concepts and web-services.Hands-on experience in HTML, CSS and Javascript is a huge plusExperience in working with SQL Server/Informix DatabasesScripting experience with Bash, Python, Linux ShellExperience with BOSH and XMPP protocols is a strong plusWilling to stretch limits, challenge status quo and take on new challenges.Desired Skills:Experience with Open Source Libraries is a plusExperience with Scripting Languages such as Jython, Python, TCL, and/or Perl are a plusExperience with Linux based Operating Systems is a plusExperience in a Networking environment or developing Contact Center Software is a plus,

Keyskills :
windowstechnical supportactive directorytroubleshootingmailuse casesopen sourcecustomer carecontact centercustomer servicemachine learningoperating systemsproduct management