Cisco Service Engineer Tier 3

Job Description

As a Cisco Service Engineer Tier 3 at Full Potential Solutions (FPS), you will have the opportunity to unleash your full potential in a performance-based, analytically driven omnichannel solutions organization. FPS values its culture and employees, putting them first to deliver groundbreaking solutions for clients and fulfilling careers for employees. As part of our team, you will enjoy a competitive suite of benefits, including a lucrative compensation program, medical, dental, and vision benefits, and high-potential career growth opportunities with a rapidly growing global company.**Duties And Responsibilities:**- Minimum of 5 years of hands-on experience supporting and troubleshooting Cisco UC and UCCx components in a Tier 2/3 capacity.- Experience troubleshooting advanced CUCM, CUC, CUIC, VVB, Finesse, and Cisco Voice Gateways environments.- Deep understanding of TCP/IP, H323, MGCP, and SIP Protocols.- Working knowledge of peripheral gateway (PG) architecture, Logger/Rogger, and Database Layer.- Ability to read and interpret network traces (Wireshark) and CVP/VXML logs.- Familiarity with third-party integrations such as Calabrio, Verint, Nuance, etc.- Familiarity with ITIL-based Processes.- Experience with Cisco Webex Calling implementation, MAC, and support.- Strong English written and oral communication skills with customer-facing experience.- Comfortable working in SLA-driven, multi-client environments and extended hours as required.- Bachelors Degree or equivalent experience preferred.- Cisco Certifications Required: CCNA or CCNP Collaboration.**Desired Experience:**- UCCE/PCCE experience implementation and/or support at the Tier 3 level.- Understanding of HA (High Availability), failover, and load-balancing concepts in Cisco Contact Center.- Experience with ECE is a plus.- Strong understanding of CVP platforms including Call Studio, ICM Scripting, Dialer, and Routing Logic.- Familiarity with SQL queries and log analysis (Router, Logger, PG, CVP, Finesse).- Experience with Webex Contact Center implementation, MAC, and support.In this role, you may be required to sit for long periods of time and lift equipment or tools up to 20 pounds. The position is based in Pune, India, and is fully remote.If you are passionate about delivering exceptional client results, working in a collaborative environment, and have the required experience and qualifications, we invite you to join our team at Full Potential Solutions and make work personal while thriving in your career. As a Cisco Service Engineer Tier 3 at Full Potential Solutions (FPS), you will have the opportunity to unleash your full potential in a performance-based, analytically driven omnichannel solutions organization. FPS values its culture and employees, putting them first to deliver groundbreaking solutions for clients and fulfilling careers for employees. As part of our team, you will enjoy a competitive suite of benefits, including a lucrative compensation program, medical, dental, and vision benefits, and high-potential career growth opportunities with a rapidly growing global company.**Duties And Responsibilities:**- Minimum of 5 years of hands-on experience supporting and troubleshooting Cisco UC and UCCx components in a Tier 2/3 capacity.- Experience troubleshooting advanced CUCM, CUC, CUIC, VVB, Finesse, and Cisco Voice Gateways environments.- Deep understanding of TCP/IP, H323, MGCP, and SIP Protocols.- Working knowledge of peripheral gateway (PG) architecture, Logger/Rogger, and Database Layer.- Ability to read and interpret network traces (Wireshark) and CVP/VXML logs.- Familiarity with third-party integrations such as Calabrio, Verint, Nuance, etc.- Familiarity with ITIL-based Processes.- Experience with Cisco Webex Calling implementation, MAC, and support.- Strong English written and oral communication skills with customer-facing experience.- Comfortable working in SLA-driven, multi-client environments and extended hours as required.- Bachelors Degree or equivalent experience preferred.- Cisco Certifications Required: CCNA or CCNP Collaboration.**Desired Experience:**- UCCE/PCCE experience implementation and/or support at the Tier 3 level.- Understanding of HA (High Availability), failover, and load-balancing concepts in Cisco Contact Center.- Experience with ECE is a plus.- Strong understanding of CVP platforms including Call Studio, ICM Scripting, Dialer, and Routing Logic.- Familiarity with SQL queries and log analysis (Router, Logger, PG, CVP, Finesse).- Experience with Webex Contact Center implementation, MAC, and support.In this role, you may be required to sit for long periods of time and lift equipment or tools up to 20 pounds. The position is based in Pune, India, and is fully remote.If you are passionate about delivering exceptional client results, working in a collaborative environment, and have the required experience and qualifications, we invite you to join our tea

Keyskills :
UCCxCUCMFinesseTCPIPH323MGCPWiresharkNuanceITILCCNAUCCEHigh AvailabilityFailoverECEDialerSQL queriesCisco UCCUCCUICVVBCisco Voice GatewaysSIP ProtocolsCVPVXML logsCalabrioVerintCisco Webex CallingCCNP CollaborationPCCELoadbalan