Overview
The Cisco Collaboration Consultant will play a critical role in supporting and maintaining a cloud-based Cisco Webex environment, focusing on both Webex Calling and Webex Contact Centre. This hands-on position is centered around business-as-usual (BAU) operations, providing essential technical support and administration in a live enterprise setting. The consultant will collaborate with internal teams, ensuring optimal performance and seamless user experience of the collaboration services.
Responsibilities
- Provide BAU support across Cisco Webex Calling and Webex Contact Centre.
- Manage and resolve incidents, service requests and technical escalations across the Webex environment.
- Support Webex Calling administration, configuration, call routing, dial plans, users and devices.
- Support Webex Contact Centre configuration, including call flows, queues, routing strategies and agent functionality.
- Troubleshoot voice, telephony and contact centre issues across cloud-based collaboration platforms.
- Manage configuration changes, service improvements and ongoing platform optimisation.
- Administer and support the Webex environment through Control Hub.
- Work with internal technical teams to maintain service availability, performance and user experience.
Requirements
- Strong hands-on experience with Cisco Webex Calling.
- Strong practical experience with Cisco Webex Contact Centre.
- CCNP Collaboration level technical knowledge or equivalent experience.
- Experience supporting cloud-based Cisco Collaboration environments.
- Good understanding of SIP, voice routing, dial plans and call flows.
- Experience with Webex Control Hub and cloud-based platform administration.
- Proven background in BAU support, incident management and technical troubleshooting.
- Desirable: Cisco CUBE and SIP trunking knowledge, Webex Calling integrations and migrations, and experience in ITIL-based service management environments.