Support Engineer

Location: Research Triangle Park, NC
 Duration: 18 Months

 Provide second/third level technical support on a worldwide basis via phone, email, web and remote access to customer sites where Cisco Unified Contact Center (UCC/IPCC) and other Cisco Call Center applications are deployed. 
 Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking. 
 Function as technical lead for large customer accounts with multiple concurrent technical issues. 
 Formulate technical action plans for analyzing and resolving end-to-end solutions. 
 Generate clear and concise documentation in the form of case notes, technical tips and white papers. 
 Works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills. 
 Provide systems/product training. 
 Provide guidance & leadership to less experienced engineers. 
 Acts as a focal point for large account Contact Center/UCC/IPCC problem resolution. 
 Provides support on a world-wide basis. 
 
 Required Skills: 
 2+ years Administrator level knowledge of either Microsoft Windows or Unix 
 2+ years working knowledge of Networking industry, products and protocols 
 2+ years of IP Networking experience and troubleshooting 
 2+ years Microsoft SQL server 
 2+ years Microsoft Operating System troubleshooting 
 2+ years Microsoft Networking design and implementation 
 2+ years Microsoft Operating System security modeling/design, implementation and troubleshooting 
 2+ years of Voice experience 
 2+ years dealing with Voice Solutions 
 
 More specific knowledge/skills desired: 
 UCCE (ICM, PGs, AW-HDS, Finesse, CUIC, ICM Scripting) 
 CVP 
 Comprehensive Call Flow 
 Unified Communications (CUCM, UCXN, IM & Presence) 
 VXML Gateway/VVB 
 Voice Gateway/CUBE 
 OVA/VM Deployment 
 Third-party Integrations 
 

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