The Opportunity
Salary Range: $115K – $130K per year
Are you seeking an exciting new professional challenge in IT? If so, this opportunity might be perfect for you! We are an internationally positioned company with offices in Switzerland, Germany, and the USA. Our diverse team from various countries and cultures has driven Bucher + Suter’s success story for 40 years.
In this role, you will be responsible for deploying Cisco Webex Calling and Contact Center solutions as designed by our Business Consultants. You will also train customers to use and maintain their new solutions during deployment projects. Additionally, you will support existing customers’ cases within their contractual Service Level Agreements, escalating issues within the team or with Cisco as necessary to ensure customer satisfaction. You will remain the central point of contact throughout these support cases, maintaining constant communication with the customer.
Team Structure
You will be part of a small, dynamic team in the USA that has already been actively and successfully working on various projects. As a Customer Success Specialist (CSS), you will report directly to the Operations Team Leader in the USA.
Your Profile
- Exceptional communication skills with the ability to effectively influence and engage stakeholders.
- Proficient in troubleshooting tools, including SIP Logs, Webex Tracer, and Wireshark.
- Strong organizational and time management skills.
- Experience in deploying and troubleshooting:
- UCCE and/or UCCX
- CUCM, IM&P, CUC
- Voice Gateways, ATAs, and CUBEs
- Webex Calling (Auto Attendant, Forward, Pickup groups, Voicemail, etc.)
- Webex Contact Center (Entry Points, EP Mappings, Business Hours, Flow Editor, etc.)
- Webex Connect (Custom Node Queries, Webhooks, SMS, etc.)
- Webex App/Devices
We are also looking for:
- CCNP Collaboration certification
- Webex Calling Professional certification
- Webex CC Expert/Advanced certification
- Proficiency across the Webex suite of products, including Control Hub/Messaging/Calling/Hybrid Calendar/Directory Connector/Webex Devices/Webex APIs
- Cisco CUCM Dial Plan and Dial Peer experience
- On-prem to Cloud migration experience
- Microsoft SQL experience
- Active Directory and Azure AD experience
- Microsoft Power BI experience
- Solid understanding of infrastructure technologies
- JavaScript, Pebble, HTML, and SSML experience
- Multilingual Proficiency, preferably in French or Spanish
Why Join Bucher + Suter?
When you choose to work for Bucher + Suter, you’re selecting a Cisco-preferred contact center partner with which you can grow. We strive to understand your goals and challenges so that we can approach them strategically together. Our repertoire includes solutions from voice, video, and omnichannel contact center routing to conversational AI and CRM and enterprise application integrations built for Cisco Contact Center. We have been connecting customers and companies for over 40 years. Around 130,000 contact center agents representing more than 400 customers in over 60 countries rely on our services. We have the expertise and flexibility to find a career path that works for you at Bucher + Suter.
What we offer
- A modern, agile, and international working environment is at the digital revolution’s forefront.
- 15 PTO days per year.
- 2 days of VTO per year for causes close to your heart.
- Diverse development and educational opportunities, including certifications and technical training courses in Cisco Collaboration, Cloud technologies, and Salesforce.
- Technical training and certification support.
- Excellent social benefits, including health insurance and a 401k plan.
- A customer-focused organization with numerous reference projects, ideal for advancing your professional career.
- Opportunities to participate in employee events both domestically and internationally.
- Remote work with occasional travel (<15%).
Diversity and Inclusion Statement
At Bucher + Suter, we believe that diversity drives innovation and success. We are committed to creating an inclusive environment where all employees feel valued and respected, regardless of their background, identity, or experiences. We welcome and encourage applicants from all walks of life to join our team and contribute to our shared goals.
