Customer Support Engineer Cisco Unified Communications Voice T3

Planning Partners; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Planning Partners is seeking a senior Cisco UC/Voice specialist in Bengaluru to lead complex incidents and escalate as needed. You will work with CUCM, Expressway, CUBE, Jabber and IM&P to ensure seamless collaboration services.

Ideal candidates have 8+ years in large SMB/enterprise networks, strong scripting and Linux skills, and the ability to manage multiple priorities under pressure. ITIL familiarity is essential as is excellent communication.

Qualifications

• BE or B.Tech degree required.
• Knowledge of ITIL framework.
• 8–10+ years experience in large SMB and/or enterprise networks.
• 8+ years experience in Cisco UC/Voice Collaboration.
• Expertise with CUCM, Expressway, CUBE, IP Phones, Jabber, IM&P.
• Experience with SIP, H.323, XML, HTTP, RESTful APIs and RTP.
• Experience with SBCs, PRI, CAS and other voice TDM technologies.
• Understanding of Routing, Switching, UCS, VMware.
• Strong communication, presentation, listening, teamwork, consulting skills.
• Escalation handling for Priority 1 & 2 incidents.
• Expert knowledge on CUCM, Gateway Protocols, Jabber & IM&P.
• CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs.
• Added advantage if CCIE Voice or Collaboration.
• Scripting (Python) and/or other scripting beneficial.
• Linux shells and tools, Git, IaC

Responsibilities

• Ensuring Post-Review of Priority 1/2 Incidents.
• Following defined escalation path when needed.
• Identifying incidents needing special attention or partner concern.
• Handling major incidents.
• Demonstrating analytical and problem-solving skills.
• Executing and following up to ensure customer satisfaction.
• Prioritizing and leading multiple efforts in high-stress environments.
• Operate and support collaboration systems using Cisco products/services.
• Triage, solve and fix complex product issues with RCA.
• Serve as Tier 3 escalation point from support staff.
• Build and maintain documentation for support and troubleshooting.
• Work with TAC teams on complex issues for RCA.
• Lead CMS team, drive customer bridges from a technical standpoint.

Skills

Cisco UC/Voice Collaboration

CUCM

Expressway

IP Phones

Jabber

IM&P

SIP

H.323

RTP

VoIP Troubleshooting

Python Scripting

Linux Shells

Git / IaC

Communication Skills

Education

BE / B.Tech

Tools

SBCs

UCS

VMware

Git

Job description

ROLES AND RESPONSIBILTIES

• Ensuring Post-Review Of Priority 1/2 Incidents
• Following Defined Escalation Path When Needed
• Identifying Incidents Which Need Special Attention Or Partner Concern
• Handling Major Incidents
• Demonstrate Analytical And Problem Solving Skills
• Demonstrate Ability To Execute And Perform Timely Follow-Up To Ensure Customer Satisfaction
• Ability To Prioritize And Lead Multiple Efforts At Once, While Working In A High Stress Environment
• Operate And Support Of Collaboration Systems Using Cisco Products And Services
• Triage, Solve And Fix Complex Product Issues While Delivering RCA
• Serve As Tier 3 Escalation Point From Support Staff
• Build And Maintain Documentation For Support And Troubleshooting
• Work With TAC Teams On Complex Issues For Finding RCA
• Leading CMS Team, Driving Customer Bridges From The Technical Standpoint

Minimum Qualifications

• BE Or B.Tech Degree Required
• Knowledge Of ITIL Framework
• You Have More Than 8-10 Years Of Proven Experience In Large SMB And/or Enterprise Networks
• Minimum 8+ Years Experience In Cisco Uc/Voice Collaboration
• Expertise And Hands On Technical Experience With The Cisco Collaboration Portfolio Including Unified CUCM, Expressway, CUBE, IP Phones, Jabber And IM & Presence.
• Expertise And Hands On Technical Experience With IP Communications Signalling And Media Protocols, Including Session Initiation Protocol (Sip), H.323, Xml, Http, Restful Apis And Real-Time Transport Protocol (RTP)
• Experience With SBCs, PRI, CAS And Other Voice TDM Technologies
• Understanding Of Network Routing, Switching, UCS, Vmware
• You Possess Good Communication (Written And Verbal), Presentation, Listening, Teamwork, Demonstration And Consulting Skills
• Escalation Handling Skills For Priority 1 & 2 Incidents
• Expert Knowledge On: CUCM, Gateway Protocols, Jabber And IM&P
• Expertise In: CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs
• Added Advantage If CCIE Voice Or Collab Certification
• Scripting, Python, And/or Other Scripting Experience Can Be A Benefit
• Linux Shells And Tools, Git Code Repositories, Infrastructure-As-Code

Preferred Qualifications:

• Effective written and verbal communication and interpersonal skills
• Ability to function effectively in demanding circumstances
• Shares information and communicates clearly with team members to improve team effectiveness
• Encourages and accepts feedback.