Description

Summary:

Responsible for operations and build out of user facing capabilities in our Webex based UCC environment. The engineer will focus on broad end user functionality and expanding targeted value add capabilities to a wide variety of business groups.

 

  • Identify new use cases, glean from various channels including trouble tickets and other end user interactions
  • Collaborate with UX/service-desk teams to ensure pro-active communications, training and good documentation are available to the user community.
  • Optimize users’ collaboration experience, involving compute and network. Develop tool set and telemetry
  • Work on escalated support tickets in the UCC domain
  • Research and implement alternate solutions and workarounds, including BOTs, to fill and workaround feature gaps in the standard Webex products

 

Technical Qualifications:

  • Proficiency across theWebex suite of products
  • Cisco Certification –CCNP Collaboration
  • Intermediate level IP networking knowledge
  • Strong understanding of hybrid Webex/UCC environments, including O365 on cloud
  • Write Standard Operating Procedures and Knowledge Articles, as needed, for support staff
  • Be able totroubleshoot Cisco UC system, including-
  • Webex Control Hub
  • Cisco Directory Connector
  • Proficient with use of tools including Wbx Tracer, Wireshark and Fiddler
  • Monitoring Webex components' health
  • parsing through system logs to troubleshoot issues
  • Knowledgeable with Quality of Service, as applicable to UCC
  • Security concepts knowledge
  • Be able to act on certificate expirations, CSR generation etc.
  • Enhancement abilities-
  • Scripting
  • REST/XML API familiarity
  • Ability to implement BOTs

Key Skills
Education

Any Graduate

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