L2 UC Collaboration Engineer
Orange
- Cairo
- Permanent
- Full-time
- Provide Level 2 technical support for all Cisco UC products and services.
- Troubleshoot and resolve complex technical issues related to Cisco UC systems, including voice, video, and collaboration platforms.
- Collaborate with Level 1 support and other teams to effectively resolve customer incidents and ensure timely updates.
- Participate in critical incident escalation and resolution, collaborating with senior support staff as needed.
- Document all customer interactions and technical issues in the company's CRM system.
- Perform change and release management activities, including planning, testing, and implementing changes to Cisco UC environments.
- Act as a subject matter expert for Cisco UC systems, providing guidance and support to other team members as needed.
- Participate in regular meetings and discussions to review incidents, changes, and releases, providing insights and recommendations for improvement.
- Customer centric mindset.
- Excellent communication and collaboration skills, with the ability to work effectively with team members and stakeholders at all levels.
- Proactive and self-motivated, with a passion for continuous learning and professional development.
- Problem solving skills.
- Stakeholder management skills.
- Crisis management.
- Bachelor's degree in Engineering, Computer Science, Information Technology or related fields.
- 2+ years of experience in technical support, with a focus on voice-related products and services.
- Very good knowledge of VOIP, Unified Communications and Contact Center Solutions.
- Experience in operations & crisis management.
- Voice related certifications are a big plus.
- Fluent English proficiency in both written and spoken communication is crucial for effective collaboration and customer interaction.
- Members with backgrounds in UC or any contact center platforms are also welcomed to apply.
- French language proficiency is a big plus.