• Proactively manage and keep collaboration system operational.
• Identify new use cases, glean from various channels including trouble tickets and other end user interactions.
• Build out and implement new capabilities to support increased productivity.
• Collaborate with UX/service-desk teams to ensure pro-active communications, training and good documentation are available to the user community.
• Optimize users’ collaboration experience, involving compute and network. Develop tool set and telemetry.
• Develop knowledge base of self-serve steps for end users to identify cause of performance issues.
• Work on escalated support tickets in the UCC domain
• Stay abreast of feature releases and investigate relevance/impact to user base.
• Research and implement alternate solutions and workarounds, including BOTs, to fill and workaround feature gaps in the standard Webex products
TECHNICAL QUALIFICATIONS
• Proficiency across the Webex suite of products
• Cisco Certification – CCNP Collaboration
• Intermediate level IP networking knowledge
• Strong understanding of hybrid Webex/UCC environments, including O365 on cloud
• Write Standard Operating Procedures and Knowledge Articles, as needed, for support staff.
• Be able to troubleshoot Cisco UC system, including-
o Webex Control Hub
o Cisco Directory Connector
o Proficient with use of tools including Wbx Tracer, Wireshark and Fiddler
o Monitoring Webex components' health
o parsing through system logs to troubleshoot issues.
• Knowledgeable with Quality of Service, as applicable to UCC
• Security concepts knowledge
o Be able to act on certificate expirations, CSR generation etc.
• Enhancement abilities-
o Scripting
o REST/XML API familiarity
o Ability to implement BOTs
EDUCATION REQUIREMENTS
• CCNP Unified Communications certification