Webex Calling Consulting Engineer
Posted on: November 25, 2022
Webex Calling is a Global Market Leader that provides a
cloud-based carrier class VoIP platform.
This is not your typical helpdesk position. Webex Calling is a
fully managed, scalable SaaS model that lets customers
cost-efficiently deploy Webex Calling - into our integrated suite
of communication and collaboration services.
You will technically understand the Webex Calling SaaS platform to
look after trouble tickets, develop solution guides for our
Partners and take an active technical role in deployment and
support of the company's solutions.
--- Front line resolution of technical issues while working with
our global support team to provide industry-leading technical
support for our Cloud Suite of Products.
--- Provide Tier 2 support to our partner's level-1 support teams
with assistance in problem resolution by providing answers and
troubleshooting for our customer base by taking customer support
calls, answer on-line chat, and respond to support portal tickets
in a timely and professional manner.
--- This involves troubleshooting of portal features, SIP call
flows and audio quality and network problems which can include the
customer router, firewall, third party ISP interconnects and
peering providers and downstream SIP Carrier Providers
--- To delight customers by listening to the customer's concern,
demonstrate that you understand their issues and their situations,
determine the best action, and think beyond the initial ask to
answer the next question to meet or exceed their expectations.
--- Collaborate with other Cisco teams and diligently escalate
sophisticated problems where a course of action may not be
immediately obvious, whilst maintaining full ownership of the
issue, ensuring the customer is fully informed until
--- Update our customer support portals proactively to provide
customers with the self-help, documentation, release notes, and
FAQs they need to avoid problems or resolve issues quickly.
--- When needed, work with third parties such as downstream SIP
Carrier Providers, Peering Providers, ISP, router, switch and SIP
phone and IAD (Integrated Access Device) manufacturers to resolve
customer problems, with the understanding that as SaaS provider
every problem is an opportunity to assist the customer.
--- The position supports our Service Providers including elite
Telecommunications Operations and Tier 1 Channel Partners with
sometimes demanding and urgent needs.
--- As a Webex Calling Customer Support Engineer, you will report
to the Webex Calling Customer Support Manager to support our
rapidly-growing customer base.
Experience & Technical Aptitude
--- Technical understanding of the full suite of Webex Calling
products deployed in the Cisco environment is required.
--- Experience with VOIP technology and terminology including
Session Initiation Protocol (SIP), Real-Time Transport Protocol
(RTP),CODECS, DTMF, DNS, UDP, TCP/IP, NAT,UDP, ICE
--- Knowledge of functions in the area of SIP Telephony and unified
communications service delivery such as IP network architecture,
QoS, IP phones, routers, provisioning, device management, and
desktop and mobile software.
--- Experience with Linux system admin and network analysis and
troubleshooting tools such as Wireshark.
--- 2-5 years demonstrated ability in Telecommunications, IT or
networking, with an emphasis in the areas of Operations, Technical
Sales, or Customer Support and ideally in a Service Provider
environment is required
--- Relevant technical or degree level qualifications are not
crucial but will be highly regarded
Skills, knowledge & attributes
--- You have a solid understanding of cloud-based services and
--- Knowledge of a typical Service Provider process and systems
works, the needs of their end users, and an understanding of the
Software as a Service (SaaS) business model.
--- Demonstrated Technical and Customer Service skills to not only
resolve customer issues, but also show understanding and empathy to
build relationships, and promoted industry leading customer
--- Proven troubleshooting methodology with strong analytical
skills with a desire to understand the 'why' not just the 'what' or
'how' and solid attention to detail
--- Energetic and self-motivated, with a positive outlook to make
suggestions and work with the team to build customer confidence and
make continuous improvements of our support processes and
--- This is a multifaceted work environment and flexibility is
required to multitask, manage change and thrive in a fast paced
environment. Demonstrated willingness to take full advantage of
on-the-job and formal technical training through self-study to
acquire the knowledge vital to be successful in the role in a
rapidly growing area of the telecom industry will be essential.
--- Discretion & independent judgment: There are good tools,
procedures, information, and team members are available to assist
the Engineer in using discretion and judgment.
--- This is a desk based role and you will work from a Cisco
--- TAC provides 24x7 support and flexibility will be required to
provide on call and/or evening, weekend, and night duty to ensure
--- Occasional international travel opportunities may be available
We will ensure that individuals with disabilities are provided
reasonable accommodation to participate in the job application or
interview process, to perform essential job functions, and to
receive other benefits and privileges of employment. Please contact
us to request accommodation.
#WeAreCisco, where each person is unique, but we bring our talents
to work as a team and make a difference powering an inclusive
future for all.
We embrace digital, and help our customers implement change in
their digital businesses. Some may think we're "old" (36 years
strong) and only about hardware, but we're also a software company.
And a security company. We even invented an intuitive network that
adapts, predicts, learns and protects. No other company can do what
we do - you can't put us in a box!
But "Digital Transformation" is an empty buzz phrase without a
culture that allows for innovation, creativity, and yes, even
failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give
our egos a break, and give of ourselves (because giving back is
built into our DNA.) We take accountability, bold steps, and take
difference to heart. Because without diversity of thought and a
dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don't care. Tattoos? Show off your ink.
Like polka dots? That's cool. Pop culture geek? Many of us are.
Passion for technology and world changing? Be you, with us!
Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners
is a top priority. Our goal is to protect and mitigate the spread
of COVID-19 infection for strong business resiliency during the
pandemic. Therefore, Cisco may require new hires to be fully
vaccinated against COVID-19 if the role requires business-related
travel, meeting with customers/partners (including visiting
third-party sites on behalf of Cisco), attending trade events, and
Cisco office entry, unless otherwise prohibited by applicable law,
and in countries where COVID-19 vaccination is legally required.
The company will consider legally required
accommodations/exceptions for medical, religious, and other reasons
as per the requirements of the role and in accordance with
applicable law. Additional information will be provided to
candidates about the requirements and accommodation process at the
offer time based on region.
Keywords: Cisco, Richardson , Webex Calling Consulting Engineer, Engineering , Richardson, Texas
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