Environment
The Collaboration Customer Success Specialist is part of the cloud customer success team. You’ll work in a modern and open culture and be part of a team of experienced senior consultants. You’ll share responsibility to ensure stable and seamless operation of our cloud customers’ UC environment using the latest Cisco technologies.
In this role, you will live our values and play an important part in realizing our vision:
- We are a motivated and diverse global team with a shared vision to automate conversational services to make life easier for everyone.
- We are respectful, honest and reliable in relation one another, our customers, and our partners.
- We engage in open and transparent exchange to deliver solutions that support the customers’ strategy.
- We assist our customers in getting the most value out of their investment.
Main Tasks
- Preparing and building knowledge around our HCS UC platform and the Cisco Webex portfolio to support the project and the customer’s run phase.
- Deploy and operate a Cisco HCS based UCaaS / CCaaS platform as well as Webex Contact Center.
- Engaging with customers and partners on a daily base to support their needs.
- Managing third party vendors and integrations.
- Managing requests like normal, complex, UC related changes and incident cases.
- Working on UCaaS and CCaaS incident.
- Training our Customer Success Advisors on UC / Webex topics.
- Responsible for looking ahead and proposing strategical technical inputs to support the business and keep the solution in good technical shape.
- Working closely with the Bucher + Suter infrastructure team, focused on optimizing our Cisco HCS Cloud offering.
Your Profile
- 3 years related experience in a Cisco UC-based field role
- Collaboration – Cisco Certified Network Professional
- Proven logical approach to resolving complex technical issues
- Solid experience with CUCM, CUC, MRA, CUBE, and integrations
- Understanding of Cisco network routing and switching protocols
- Good written and spoken German skills
- Good written and spoken English skills
The following will be considered a plus:
- Knowledge of Cisco Contact Center / Webex Contact Center portfolio
- Experience in Webex portfolio like Webex Meetings etc.
- Experience with VOSS/CUCDM
- Cisco Certified Network Associate / Professional of higher certification
What We Offer
- A very modern, agile and international working environment
- Diverse development and educational opportunities (including various certifications and technical training courses)
- Great social benefits
- A strongly customer-focused organization with numerous reference projects, perfect for your professional career
- Employee events at home and abroad
- Two days of paid VTO per year to volunteer for causes close to your heart
- Full- and part-time work available, as well as the opportunity to work from home
