Position Summary
Experienced and detail-oriented Tier 2/Tier 3 Managed Services Support Engineer with deep expertise in Cisco Unified Communications and Contact Center environments. You will be responsible for remotely supporting customer and alarm-generated support incidents and remediations, performing root cause analysis, managing configurations, MAC requests, patching, and system updates, and supporting integrations with third-party applications in a fast-paced, SLA-driven support structure. Standard work shift will be US time zone business hours, with participation in a weekly on-call rotation for after hours and weekend emergency support.
Requirements & Qualifications:
- Required Experience:
- Minimum of 5+ years of hands-on experience supporting and troubleshooting Cisco the UC and UCCx components in a Tier 2/3 capacity.
- Experience troubleshooting advanced CUCM, CUC, CUIC, VVB, Finesse, and Cisco Voice Gateways environments
- Deep understanding of TCP/IP, H323, MGCP, and SIP Protocols.
- Working knowledge of peripheral gateway (PG) architecture, Logger/Rogger, and Database Layer
- Ability to read and interpret network traces (Wireshark) and CVP/VXML logs
- Familiarity with third-party integrations: Calabrio, Verint, Nuance etc.
- Familiarity with ITIL-based Processes
- Experience with Cisco Webex Calling implementation, MAC and support
- Strong English written and oral communication skills, with customer-facing experience
- Comfortable working in SLA-driven, multi-client environments, and extended hours as required
- Bachelor’s Degree or equivalent experience preferred
- Cisco Certifications Required: CCNA or CCNP Collaboration
- Desired Experience:
- UCCE/PCCE experience – implementation and/or support at the Tier 3 level
- Understanding of HA (High Availability), failover, and load-balancing concepts in Cisco Contact Center
- Experience with ECE is a plus
- Strong understanding of CVP platforms including Call Studio, ICM Scripting, Dialer, and Routing Logic
- Familiarity with SQL queries and log analysis (Router, Logger, PG, CVP, Finesse)
- Experience with Webex Contact Center implementation, MAC and support
Physical Requirements:
- Sitting: Ability to be able to sit for long periods of time.
- Lifting: Ability to lift equipment and or tools up to 20 pounds.
If you’re ready to grow your career in an energetic, customer-focused environment, Waterfield may be looking for you!
