Outsourcey

Collaboration Engineer

Outsourcey

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

Tech Stack

DNSServiceNowTCP/IPUnityVoIP

About the role

  • Provide Tier 1 support for Cisco collaboration and contact center technologies
  • Monitor, manage, and resolve incidents and service requests through a Service Desk / ticketing system
  • Perform ticket triage, prioritization, documentation, escalation, and resolution in accordance with SLAs
  • Support users and contact center operations with Cisco platforms, including: Cisco Unified Communications Manager (CUCM) – basic configuration, user/device provisioning, and call routing support
  • Cisco Webex Contact Center – agent login issues, queue-related issues, basic call flow troubleshooting, and user support
  • Troubleshoot common VoIP and contact center issues such as call quality, login failures, and service availability
  • Escalate complex issues to Level 2/3 engineers with clear documentation and troubleshooting steps taken
  • Maintain accurate technical documentation and contribute to knowledge base articles
  • Follow ITIL-based processes and support continuous service improvement initiatives

Requirements

  • 1–2 years of experience working on a Service Desk, providing end-user support and managing tickets
  • Hands-on experience with ticket management systems (e.g., ServiceNow, Jira, Remedy, or similar)
  • Experience with Cisco Unified Communications Manager (CUCM)
  • Experience supporting Cisco Webex Contact Center in a Tier 1 or operational role
  • Basic understanding of: VoIP concepts (SIP, call flows, codecs)
  • Contact center fundamentals (agents, queues, routing strategies)
  • Strong troubleshooting, documentation, and customer service skills
  • Ability to communicate effectively with both technical teams and end users
  • Exposure to additional Cisco Collaboration tools (Unity Connection, IM & Presence, Webex Calling) preferred
  • ITIL Foundation certification preferred
  • Cisco certification (CCNA or CCNA Collaboration) or actively pursuing one preferred
  • Basic networking knowledge (TCP/IP, DNS, VLANs) preferred
  • Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Benefits
  • Competitive salary
  • Opportunity to shape the HR function of a rapidly growing BPO.
  • Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
  • Career growth and development opportunities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Cisco Unified Communications Manager (CUCM)Cisco Webex Contact CenterVoIP conceptsticket management systemstroubleshootingdocumentationbasic networking knowledgecall routinguser/device provisioningcall flow troubleshooting
Soft Skills
customer servicetroubleshootingcommunicationdocumentationescalationprioritizationincident managementservice improvementteam collaborationproblem-solving
Certifications
ITIL FoundationCCNACCNA CollaborationAssociate degree in Information TechnologyBachelor’s degree in Computer Science