Cisco Unified Communications Support Engineer

Quick Facts

• Role: Support Engineer – Cisco Unified Communications (UC)

Description

You will support and operate customer environments with Cisco on-prem Unified Communications solutions, including Cisco Webex, Cisco Webex Contact Center, Cisco devices, and Cisco CUBE. You will ensure service quality by continuously optimizing operations, proactively monitor Cisco UCC environments, analyze and resolve issues, and coordinate communication between customers and manufacturers as an escalation point. You will also join an on-call rotation (9x5 and 24x7) and support Professional Services colleagues with small projects or sub-tasks.

Responsibilities

• Operate and support Cisco on-prem UC solutions (Webex, Webex Contact Center, Cisco devices, Cisco CUBE)

• Proactively monitor customer Cisco UCC environments

• Analyze and resolve problems in Cisco-UC environments

• Ensure service quality and continuously optimize operational processes

• Participate in on-call duty (9x5 and 24x7)

• Collaborate with Professional Services teams; take on small projects or partial tasks

• Serve as an escalation point between customers and manufacturers

• Document UC customer environments and maintain records of support requests, issues, and solutions

Requirements

• Completed IT-oriented training (System Integration Specialist) or a degree in Computer Science or Business Informatics; career switch possible with relevant expertise

• Solid theoretical knowledge and practical experience in the listed topics

• Experience with operational service operations

• High service orientation and willingness to take responsibility

• Teamwork and independent working style

• Strong communication skills with German C1+ and English B2+