Collaboration Engineer III

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver second- and third-level technical support for the Cisco Enterprise Collaboration portfolio infrastructure, endpoints, and voice gateways through phone, email, and remote access.

• Diagnose and resolve device issues for both internal and external clients.

• Work in collaboration with fellow MSC engineers to resolve technical challenges.

• Provide technical support for Cisco Enterprise Collaboration systems, offering subject matter expertise on system integrations.

• Guide and support management, testing, implementation, and deployment of Cisco Collaboration technologies.

• Assist in technology migrations from onboarding to active production within managed service customer environments.

• Collaborate with MSC Management to enhance technology quality and manageability.

• Develop and maintain technical documentation for efficient troubleshooting of customer issues.

• Improve or innovate tools, automations, and processes to enable engineers to resolve customer problems more swiftly.

⛳️ Requirements

• Capability to provide second- and third-level technical support for Cisco Enterprise Collaboration infrastructure, endpoints, and voice gateways.

• Extensive troubleshooting experience and practical knowledge of Cisco Collaboration infrastructure, endpoint, and gateway products.

• Hands-on working knowledge of SIP, H.323, Unix/Linux, AD/Exchange, Video, Unified Contact Center, Cisco QoS, and Routing/Switching.

• Practical experience with WebEx Calling and Contact Center.

• Familiarity with Zoom Phone and Contact Center.

• Exceptional written, verbal, presentation, and interpersonal communication skills.

• Demonstrated planning, prioritization, and organizational abilities.

• CCNA Collaboration certification.

• Active involvement in scheduled after-hours escalation.

• Availability to be on call 24/7/365, with the exception of pre-approved instances.

• CCNP Collaboration certification preferred.

• CCIE Voice or Collaboration highly preferred.

• Significant field implementation experience is highly desired but not essential.

🏝️ Benefits

• Commissions and discretionary bonuses.

• Comprehensive medical benefits.

• Financial benefits.

• Eligibility for 401(k).

• Paid vacation, sick time, and personal leave.

• Various additional benefits.

• Reasonable accommodations in compliance with relevant laws.

• Work/life balance that supports the diverse needs of employees.