Description

You will manage operations and build out user-facing capabilities within a Webex-based UCC environment.

Responsibilities

• Manage and maintain collaboration system operations to ensure continuous availability.
• Identify new use cases and implement capabilities to drive user productivity.
• Collaborate with UX and service desk teams to provide documentation, training, and proactive communications.
• Optimize collaboration experiences by coordinating with compute and network teams.
• Develop telemetry, toolsets, and self-serve knowledge base articles for performance troubleshooting.
• Resolve escalated support tickets within the UCC domain.

Required Skills

• 5+ years of experience in collaboration engineering.
• Proficiency across the Webex suite of products.
• Cisco CCNP Collaboration certification.
• Strong understanding of hybrid Webex/UCC environments and Office 365 on cloud.
• Intermediate IP networking knowledge and understanding of Quality of Service (QoS).
• Experience troubleshooting Cisco UC systems, including Webex Control Hub and Cisco Directory Connector.
• Proficiency with troubleshooting tools such as Wbx Tracer, Wireshark, and Fiddler.
• Ability to parse system logs to monitor component health.
• Knowledge of security concepts, including CSR generation and certificate management.
• Familiarity with REST/XML APIs and scripting for automation.
• Ability to implement bots.

Preferred Skills

• Experience writing Standard Operating Procedures and technical knowledge articles.

Key Skills

Education

Any Graduate