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Cisco Systems, Inc. – Pune, Maharashtra – Additional Location(s) or Information: Job Category: Services Level of Experience: Experienced – Non Manager Requisition #: R1008427 Description: Network Consulting Engineer-Contact Center As a primary technical contact will be responsible for providing consultative, proactive and/or reactive support to Cisco accounts. Depending on the Service Contract or SOW the individual may be responsible for network planning, design, implementation, operation and optimization (PDIOO). This may include remote or on-site: infrastructure design, implementation planning, deployment support, software strategy, performance engineering and optimization, knowledge transfer and mentoring, proof-of-concept testing, network auditing/sizing, pre-staging, pre-configuration, deployment planning and acceptance of Cisco product in execution or advisory/assistance or support models. Gives technical guidance to customers and internal parties as required. May act as technical project manager in projects. NCE are expected to generate standard project documents and develop comprehensive test plans. NCE will execute all phases of project delivery including staging, implementation, and handover. NCEs will assist with Pre-sales for complex networks and Review implementation plans. Roles and Contributions to projects Performs technical support functions on problem resolution in support of major account. Conformance to service delivery standards. Works with AS lab team in development, support, maintenance of lab implementation . Use of AS tools for effective SW risk analysis. Perform Software strategy, performance engineering & optimization reports & Lab recreates. Understand AS business, deliverables and required tools. Participate on at least one technology VT meetings outside of one’s own skill area. Research and provide answers to technical questions of customers Share and Re-Use stored collateral and leading practices documentation. Works with other NCE’s to provide deliverables on assigned engagements. Collaborates with the NCE team to understand customer needs. Independently coordinates and executes tasks. Successfully manages customer relationships . Supports delivery of service program. Performs analysis and diagnosis of complex problems. Performs analysis of complex designs. Conforms to service delivery of standards. Contributes to Virtual Teams. Effective use of AS Tools in providing customer deliverables. Create architectural network designs for complex networks Makes performance-engineering recommendations. Assists customer with complex deployments and related Network Management Systems Review network requirements & High Level Design. Drive design workshop. Reviews & creates Low Level Design, Detailed Test plans. Reviews Implementation/ Change Management Plans. Provides remote and onsite deployment support. Provides consultative support in Operation/Optimization of installed networks. Uses technical experience and skills to recommend solutions. Interfaces and works closely with others in a team environment to achieve common goals. Provides technical guidance to customers, TAC, & Advanced Services. Works with Cisco engineering to resolve customer problems. Must have good communications skills both verbal and media based. Direct account and partner responsibilities for selected accounts Lead design and project teams to deliver UCC projects Keep up-to-date on relevant competitive solutions, products and services. Provide technical and sales support for accounts. Perform technical presentations for customers, partners and prospects. Actively participate as a specialist on assigned Virtual Team and provides consultative support in their area of specialization Ability to work effectively and add value as a team member. Demonstrated technical knowledge and consultative skills. Strong problem solving skills: ability to assess a problem and determine an effective course of action. Creates Cisco technical designs for customers Provides Technical leadership to delivery teams Analyze and Installs software to create enterprise-wide, fault tolerant, open solutions Ability to Work with and Build rapport with sales personnel and customers. Ability to work as a Team member with Engineering, TAC, and Marketing. Follow-on support for installed customers Speaking at industry and partner events Preferred Skills: TAC rotation experience for 3-6 months Good understanding of technology. Self-directed Ability to learn. Good communication skills. Required Skills: Knowledgeable in (1) or more of: IP Internetworking LAN switching, ATM, WAN Expertise & Voice technologies. Internetworking Troubleshooting experience, protocol diagnosis and decoding to the packet level. Knowledge of network design concepts. Knowledge of network management, network availability & capacity planning Basic Consulting and communication skills Basic time management skills. Able to manage required workload schedule. Education and Experience: Engineering/Delivery experience Pre-sales/consultative experience Deep understanding of Cisco and its solutions. 5-10+ years Contact Centre Industry Experience or knowledge. Experience with Contact Center technologies. This includes Working knowledge of call center systems – Premise or CENTREX Automatic Call Distributor (ACD) Private Branch Exchange (PBX / PABX) and Automatic Call Distribution (ACD) systems, including MIS/reporting systems and CTI interfaces. Includes hands-on product experience with companies such as Cisco, Avaya, Nortel, Aspect, Rockwell, Genesys , Interactive Intelligence etc. Premise IVR/VRU systems and use of Carrier Network IVR, including hands-on product experience with companies such as CVP, Avaya Conversant, Nortel Periphonics, Intervoice-BRITE, Telera, etc. Working knowledge of Dialers, including campaign management tools and hands-on experience with companies such as Avaya/Mosaix, Concerto/Davox, Magnetic Nor… – Permanent – Full-time
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Networking Consulting Engineer
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