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2 days ago
Job Title: Senior Technical Support Engineer
Role Summary:
We are seeking a highly skilled and experienced Senior Technical Support Engineer to provide advanced technical support and release management for Cisco UCCE, UCCX, PCCE solutions, and 3rd party call recording platforms.
Detailed Responsibilities:
- Technical Expertise: Strong understanding of Cisco ICM, CCMP, CVP, CUIC, MACD creation in Cisco UCCE and IPT platforms, VOIP protocols (SIP, H.323, MGCP), ITIL process, and Cisco Voice network deployment models.
- Support and Coordination: Collaborate with third-party providers to resolve telecommunications issues and OEMs for incident resolution.
- Troubleshooting and Analysis: Perform remote or on-site troubleshooting activities, including system design issues, upgrade plans, and technical documentation creation.
- Team Collaboration and Communication: Act as a point of contact for service delivery issues, provide team support, and maintain knowledge base documentation.
Required Skills and Qualifications:
- 10+ years of experience in Cisco UC, UCCE, Voice gateway, call management, Webex, CVP, VMware, patch management, and release management.
- Excellent communication and problem-solving skills.
- Strong analytical and verbal/written communication skills.
- UCCE or PCCE email and voice communication skills, teamwork, and presentation preparation.
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