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Cisco Support Engineer - Contact Centre
Title: Cisco Support Engineer - Contact Centre
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
Salary: £45,000.00 - £65,000.00
Salary per: annum
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Natilik is a specialist IT & Communications provider.

As a company, our purpose is to be the confident guide for our clients; to learn, lead and transform. To assist our clients through the complex world of technology and deliver the best possible outcomes for their business. It means being brave as well as pragmatic; delivering what we say we will and ultimately becoming a valued and trusted partner.

That’s why we are called Natilik, a name inspired by a group of people that guided others to achieve amazing things.

Natilik's Support Engineers work as part of a multi-disciplined team helping a focused group of clients derive the maximum value from their technologies. This is achieved by offering unrivalled levels of technical expertise combined with an understanding of the client business environments.

This role is primarily focused on Contact Centre technology, delivering exceptional service to Natilik's wide range of clients particularly across CUCM, UCCE, UCCX. On a day to day basis this will involve:

Demonstrating the understanding of Cisco Contact Centre technologies (UCCE / UCCX) used by our clients and be capable of supporting these technologies Demonstrating excellent communication and interpersonal skills to interact with clients Developing and progressing technical knowledge and skill in line with our chosen technologies and support of these solutions to our clients Being able to understand the dynamics of the support business and the need to achieve consistent SLA targets Requirements

Advanced troubleshooting (CUCM / UCCE / UCCX) Ability to write and analysis call routing scripts (UCCE / UCCX) Working knowledge of the agent desktop environment CAD / Finesse Understanding of the importance of reporting and exposure to CUIC Advanced Gateway/CUBE Troubleshooting (MGCP, H323, SIP) Being able to analyse logs and Wireshark captures Managing high severity incidents independently regarding Cisco Contact Centres Being able to manage escalations to 3rd Parties and Cisco TAC when required while working on a case. Benefits

Quarterly Awards and Bonuses Flexible Working Industry leading home working and mobility technology Private Healthcare Competitive Pension Scheme Discounted Gym Membership
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