Cisco Service Engineer Tier 3

hace 2 semanas

Bogotá Cundinamarca, Colombia Full Potential Solutions A tiempo completo

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

  • Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
  • Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
  • Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
  • Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive

Cisco Service Engineer Tier 3 ( COLOMBIA 100% REMOTE)

Duties and Responsibilities:

  • Minimum of 5+ years of hands-on experience supporting and troubleshooting Cisco the UC and UCCx components in a Tier 2/3 capacity.
  • Experience troubleshooting advanced CUCM, CUC, CUIC, VVB, Finesse, and Cisco Voice Gateways environments
  • Deep understanding of TCP/IP, H323, MGCP, and SIP Protocols.
  • Working knowledge of peripheral gateway (PG) architecture, Logger/Rogger, and Database Layer
  • Ability to read and interpret network traces (Wireshark) and CVP/VXML logs
  • Familiarity with third-party integrations: Calabrio, Verint, Nuance etc.
  • Familiarity with ITIL-based Processes
  • Experience with Cisco Webex Calling implementation, MAC and support
  • Strong English written and oral communication skills, with customer-facing experience
  • Comfortable working in SLA-driven, multi-client environments, and extended hours as required
  • Bachelor's Degree or equivalent experience preferred
  • Cisco Certifications Required: CCNA or CCNP Collaboration

Desired Experience

  • UCCE/PCCE experience – implementation and/or support at the Tier 3 level
  • Understanding of HA (High Availability), failover, and load-balancing concepts in Cisco Contact Center
  • Experience with ECE is a plus
  • Strong understanding of CVP platforms including Call Studio, ICM Scripting, Dialer, and Routing Logic
  • Familiarity with SQL queries and log analysis (Router, Logger, PG, CVP, Finesse)
  • Experience with Webex Contact Center implementation, MAC and support

Physical Requirements

Sitting: Ability to be able to sit for long periods of time.

Lifting: Ability to lift equipment and or tools up to 20 pounds.

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