Job Description
We''re working with an established technology and managed services organisation looking to recruit an experienced Contact Centre Support Engineer with strong Cisco Webex experience.
This is an opportunity to join a specialist technical support team responsible for supporting enterprise contact centre and communications environments.
The role is focused on Cisco Webex Contact Centre, providing hands-on 2nd Line technical support, troubleshooting platform issues, managing incidents and working directly with enterprise customers.
We''re looking for an engineer who can take ownership of complex technical issues, work confidently with customers and independently troubleshoot within a busy managed services environment.
Key Responsibilities
-
Provide 2nd Line technical support across Cisco Webex Contact Centre environments.
-
Investigate, troubleshoot and resolve technical incidents affecting contact centre and communications services.
-
Support Webex Calling and associated Cisco cloud communications platforms.
-
Troubleshoot platform configuration, integrations, user access and call flow issues.
-
Use Cisco Control Hub and associated Cisco management portals to investigate technical problems.
-
Manage technical support tickets, customer incidents and escalations.
-
Raise and manage technical support cases directly with Cisco and relevant vendors.
-
Work alongside internal engineering and specialist technical teams to resolve complex issues.
-
Maintain technical documentation and contribute to service reviews and continuous improvement.
Essential Skills & Experience
-
Proven experience working in a 2nd Line / Tier 2 technical support environment.
-
Hands-on experience supporting Cisco Webex Contact Centre.
-
Strong understanding of contact centre technologies and CCaaS platforms.
-
Experience investigating and resolving customer-facing technical incidents.
-
Good troubleshooting skills across contact centre applications, integrations and configurations.
-
Understanding of incident management, technical escalation and service management processes.
-
Strong communication skills and the confidence to liaise directly with enterprise customers.
-
Ability to manage multiple technical issues and work independently.
Desirable / Nice to Have Skills
-
Cisco Webex Calling experience.
-
Cisco Control Hub administration and troubleshooting.
-
Experience with Cisco UCCE, PCCE or CUCM.
-
Knowledge of Cisco Unified Communications, enterprise telephony or SIP.
-
Cisco Webex Contact Centre / Webex Calling certifications.
-
Experience using Cisco partner portals and technical support tools.
-
What''s on Offer?
-
Basic salary of -30,000 to -40,000.
-
Hybrid working, 3 days in the office.
-
Additional on-call allowance and enhanced call-out payments.
-
Funded Cisco certifications and professional development / Certification achievement rewards / Access to technical training resources and lab environments.
-
Opportunities for progression into senior technical, engineering, implementation and consultancy positions.
-
Pension, employee benefits and reward schemes.
Interested?
If you''re an experienced Cisco Webex Engineer, Cisco Contact Centre Support Engineer, CCaaS Support Engineer or Cisco Collaboration Engineer with hands-on Webex Contact Centre experience, we''d be interested in hearing from you.
Apply now or get in touch for a confidential discussion.