Technical Consulting Engineer | 5+ years, Collab(VoIP)

Overview

As a Technical Consulting Engineer, you will serve as a technical guide for complex customer issues in Collaboration and Contact Center environments, and support premium solution offers.

What you'll do

• Independently handle complex customer issues by building detailed lab setups to duplicate problems.
• Submit precise bug reports and critical issues to Engineering.
• Build and maintain strong customer relationships, taking full ownership of their success.
• Provide guidance on enhancement solutions.
• Develop scripts and documentation to build intellectual capital.
• Use AI-assisted automation tools to increase the speed and quality of issue resolution.
• Mentor and provide strategic influence across teams.

What you'll need

• Bachelor's degree with 5+ years of related experience, Master's degree with 3+ years, or equivalent professional experience.
• Professional-level certification (e.g., CCNP Collaboration) or equivalent industry certification.
• Proven proficiency in solving complex Contact Center environments, including call routing, IVR, and applications.
• Strong foundational knowledge of VoIP protocols (SIP, RTP) and cloud architecture concepts.
• Strong foundational knowledge of the OSI Model and TCP/IP protocols.

Nice to have

• Hands-on experience with Webex Contact Center (WxCC) or Cisco Unified Contact Center Express/Enterprise (UCCX/UCCE).
• Working knowledge of cloud-native technologies, API solving (REST/JSON), and web-based applications.
• Familiarity with Local Gateway (LGW), or SIP Gateway (SIP GW) devices.
• Experience using AI-based productivity tools to streamline technical investigations.
• Proven track record to lead technical discussions, build lab environments for complex scenarios, and chip in to internal intellectual capital.