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To make the world better through outsourcing!
Collaboration Engineer
Location
United States
Posted
122 days ago
Salary
0
Seniority
Junior
Job Description
Collaboration Engineer
Outsourcey
• 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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