Cisco Webex CX Support Engineer Tier 2 – Hybrid

Gamma; Glasgow; Hybrid; GBP 35,000 - 55,000; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

5.1% pension matching

Enhanced parental leave

Life assurance and income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is hiring for a Level 2 CX Support Operations role focused on Cisco Webex and related CX tooling. You will own incidents end-to-end, provide confident technical and operational support, and work with vendors to resolve complex issues.

A customer-centric mindset and strong communication are essential. Join a collaborative team in a hybrid role across Manchester or Glasgow, contributing to service stability, SLA performance, and continual service improvement, while living Gamma values and

Qualifications

• Experience in Tier 2 application/ service desk support with Cisco Webex portfolio or strong user experience with Cisco Webex.
• Exposure to Cisco collaboration and contact centre technologies across cloud and on-prem environments.
• Ability to troubleshoot across applications, users, access, configurations, integrations, data, logs and processes.

Responsibilities

• Provide Tier 2 application, solution and operational support for major Cisco Webex clients.
• Own incidents and service requests end-to-end, ensuring tickets are recorded, prioritised and updated.
• Investigate and troubleshoot issues, escalating clearly when needed.
• Provide timely customer updates on progress, actions and next steps.
• Collaborate with internal teams, vendors and third parties to resolve complex issues.
• Create and maintain knowledge documentation and team reporting.
• Join on-call rota and complete planned out-of-hours changes when required.
• Live Gamma values by taking ownership and supporting customers and the business.

Skills

Tier 2 support

Cisco Webex knowledge

Customer focus

Clear communication

Team player

Queue management

Fast learner

Tools

Cisco Unity Connection

CUCM

PCCE

UCCE

UCCX

Webex Calling

WXCCE

WxCC

Microsoft Teams Phone

Amazon Connect

Genesys

Avaya

NICE CXone

Mitel

Job description

Gamma is hiring for a Level 2 CX Support Operations role focused on Cisco Webex and related CX tooling. You will own incidents end-to-end, provide confident technical and operational support, and work with vendors to resolve complex issues.

A customer-centric mindset and strong communication are essential. Join a collaborative team in a hybrid role across Manchester or Glasgow, contributing to service stability, SLA performance, and continual service improvement, while living Gamma values and