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Collaboration Engineer

EngineerEngineerFull TimeRemoteTeam 201-500Since 2024H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

37 days ago

Salary

Not specified

Associate Degree1 yr expExperience acceptedEnglishDNSService NowTcp/ipUnityVo IP

Job Description

• Provide Tier 1 support for Cisco collaboration and contact center technologies • Monitor, manage, and resolve incidents and service requests through a Service Desk / ticketing system • Perform ticket triage, prioritization, documentation, escalation, and resolution in accordance with SLAs • Support users and contact center operations with Cisco platforms, including: Cisco Unified Communications Manager (CUCM) – basic configuration, user/device provisioning, and call routing support • Cisco Webex Contact Center – agent login issues, queue-related issues, basic call flow troubleshooting, and user support • Troubleshoot common VoIP and contact center issues such as call quality, login failures, and service availability • Escalate complex issues to Level 2/3 engineers with clear documentation and troubleshooting steps taken • Maintain accurate technical documentation and contribute to knowledge base articles • Follow ITIL-based processes and support continuous service improvement initiatives

Job Requirements

1–2 years of experience working on a Service Desk, providing end-user support and managing tickets
Hands-on experience with ticket management systems (e.g., ServiceNow, Jira, Remedy, or similar)
Experience with Cisco Unified Communications Manager (CUCM)
Experience supporting Cisco Webex Contact Center in a Tier 1 or operational role
Basic understanding of: VoIP concepts (SIP, call flows, codecs)
Contact center fundamentals (agents, queues, routing strategies)
Strong troubleshooting, documentation, and customer service skills
Ability to communicate effectively with both technical teams and end users
Exposure to additional Cisco Collaboration tools (Unity Connection, IM & Presence, Webex Calling) preferred
ITIL Foundation certification preferred
Cisco certification (CCNA or CCNA Collaboration) or actively pursuing one preferred
Basic networking knowledge (TCP/IP, DNS, VLANs) preferred
Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)

Benefits

Competitive salary
Opportunity to shape the HR function of a rapidly growing BPO.
Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
Career growth and development opportunities.

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