Description
Responsibilities:OVERALL PURPOSE: Provide CISCO Tier 2 technical support and enterprise routing experience.
ROLES & RESPONSIBILITIES: 1) Receives, owns, and resolves fault/outage events related to Cisco-based Contact Center platforms that are supported by the Engineer Service Assurance division. 2) Performs installation, operation, configuration, customization and usage of assigned products. 3) Responsible for receiving and working trouble and change tickets according to specified time frames. 4) Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
Additional Job Posting Description Details: POSITION WILL BE LOCATED ON CLIENT SITE IN EAGAN, MN. Responsible for providing basic and custom Contact Center reports for business units, to meet the business requirements. This position will be responsible for deploying and maintaining the reporting tools as well as working with the Contact Centers to understand their reporting requirements. Job will require working with Cisco and third party application to support contact center reporting tools and application, chat/email, and data base Knowledge Base solutions. Requires knowledge of Cisco CUIC and Webview reporting, Moxie Knowledge Solutions, eChat and email tools, Exony reporting.
SQL, and Java knowledge is a plus.