Cisco Service Engineer Tier 3 (Colombia 100% REMOTE)

Full Potential Solutions

2d•Remote

About The Position

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Requirements

Minimum of 5+ years of hands-on experience supporting and troubleshooting Cisco the UC and UCCx components in a Tier 2/3 capacity.
Experience troubleshooting advanced CUCM, CUC, CUIC, VVB, Finesse, and Cisco Voice Gateways environments
Deep understanding of TCP/IP, H323, MGCP, and SIP Protocols.
Working knowledge of peripheral gateway (PG) architecture, Logger/Rogger, and Database Layer
Ability to read and interpret network traces (Wireshark) and CVP/VXML logs
Familiarity with third-party integrations: Calabrio, Verint, Nuance etc.
Familiarity with ITIL-based Processes
Experience with Cisco Webex Calling implementation, MAC and support
Strong English written and oral communication skills, with customer-facing experience
Comfortable working in SLA-driven, multi-client environments, and extended hours as required
Bachelor’s Degree or equivalent experience preferred
Cisco Certifications Required: CCNA or CCNP Collaboration

Nice To Haves

UCCE/PCCE experience – implementation and/or support at the Tier 3 level
Understanding of HA (High Availability), failover, and load-balancing concepts in Cisco Contact Center
Experience with ECE is a plus
Strong understanding of CVP platforms including Call Studio, ICM Scripting, Dialer, and Routing Logic
Familiarity with SQL queries and log analysis (Router, Logger, PG, CVP, Finesse)
Experience with Webex Contact Center implementation, MAC and support

Responsibilities

Minimum of 5+ years of hands-on experience supporting and troubleshooting Cisco the UC and UCCx components in a Tier 2/3 capacity.
Experience troubleshooting advanced CUCM, CUC, CUIC, VVB, Finesse, and Cisco Voice Gateways environments
Deep understanding of TCP/IP, H323, MGCP, and SIP Protocols.
Working knowledge of peripheral gateway (PG) architecture, Logger/Rogger, and Database Layer
Ability to read and interpret network traces (Wireshark) and CVP/VXML logs
Familiarity with third-party integrations: Calabrio, Verint, Nuance etc.
Familiarity with ITIL-based Processes
Experience with Cisco Webex Calling implementation, MAC and support
Strong English written and oral communication skills, with customer-facing experience
Comfortable working in SLA-driven, multi-client environments, and extended hours as required