UCM Engineer

Position: UCM Engineer

Location: San Jose CA *Day 1 Onsite

Cisco are always looking to identify talented people. If you are reading this posting then we may not have an open job right now however it is highly likely we will in the future. If you are interested in working for Cisco in this capacity then please submit your details and CV or resume against this requisition so that when a suitable vacancy arises a Cisco representative can contact you directly.

Who We Are

Cisco seeks talented Engineers to join the Cloud Collaboration Operations Team.

The ideal candidate will have (equivalent of) NOC and/or TAC experience technical skills corresponding to CCNP Collaboration level in UCCE products outstanding customer skills and a very strong desire to learn and develop technically. Strong working knowledge in IP Telephony realm is required.

Who Youll Work With

In this role you will gain insight into the detailed functionality of Cisco products with emphasis on Cisco Collaboration portfolio and Cloud Transformation processes. You will be exposed to all of collaboration services and technologies and will have a significant influence in driving improvements. You will be helping team to develop and implement automation mechanisms to improve and streamline daily repetitive tasks.

What Youll Do

Analyze configure and troubleshoot networks with mixed media and protocols.

Effectively create and utilize lab setups to duplicate and solve problems validate planned changes to software and hardware design.

Provide remote troubleshooting support to resolve CC related issues

Followthrough on all CC Incident tickets assigned to your bin and their resolution

Engage PS and TAC for assistance and complex issues support

Coordinate field services as needed for onsite support

Follow the defined communication procedures for incident updates

Strictly adhere to processes related to tickets update with meaningful and correct notes

Respond to network management system alarms according to established processes

Priority support for identified key customer functionalities and escalations

Effectively work with crossfunctional teams to resolve major customer issues.

Drive for continuous learning results orientation and teamwork.

Work on developing automations and scripts that allow you to work faster and more efficiently

Help improve overall team quality by automating repetitive tasks and changes on the infrastructure

Who You Are

You are a selfstarter who requires little to no oversight to achieve your goals and meet your objectives. You work well with others and are truly a team player. Technical knowledge and customer satisfaction are

in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure. You are a technically capable of resolving the majority incidents within your technical expertise and understand the complexities of troubleshooting.

Required Skills

InDepth knowledge of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP).

Good understanding of Cisco UCCE Architecture deployment models and components.

Hands on experience in Cisco UCCE Call flow scripts.

Good knowledge and hands on experience in Cisco CVP Scripting.

Good hands on experience in CVP Micro app and knowledge in VXML application.

Good hands on experience in VXML Gateway configuration and troubleshooting.

Knowledge in Cisco Unified Intelligence Center Reporting (CUIC).

Knowledge of Cisco Unified Communication technologies and products (CUCM CUCM IM&P CUC)

Good understanding of various APIs SDKs and protocols used for automation: AXL REST SOAP

Ability to troubleshoot UCCE/CVP solutions covering multiple products and features under and drive incidents towards resolution

Able to identify problems acquire ownership and deliver solutions at a high level of customer satisfaction.

Excellent written and verbal communication interpersonal and presentation skills.

Proven planning prioritization and organization skills

ITIL Foundation level knowledge

Desired Skills

CCNP Collaboration CCNP DevNet Collaboration Automation certifications highly desired

Preference for Microsoft Active Directory Microsoft SQL experience

Preference for prior scripting python and/or Linux experience

Data Center technologies including storage virtualization (VMWare) and Ciscos Unified Computing System (UCS