2nd Line Data Engineering Professional

What you’ll be doing

your accountabilities :

General

Provide technical support and coach team members in specific vendor / technology areas.

Provide technical ownership within job boundaries.

Own escalations and deliver technical solutions to customers.

Participate in customer meetings to review service delivery.

Evaluate new products and assess training needs.

Meet contracted SLAs in delivery and incident resolution.

Maximise revenue opportunities through effective customer / account team management.

Contribute to productivity and performance improvements.

Collaborate constructively to move the business forward.

Balance technical solutions with commercial needs.

Ensure quality of service, value-adding, and innovation.

Carry out duties in line with job standards and personal objectives.

Delivery Specific

Manage team performance to meet SSR delivery SLAs.

Ensure process adherence and prevent escalations.

Maintain team productivity and fair workload distribution.

Lead matrixed teams to deliver multi-vendor solutions.

Assurance Specific

Provide rapid and accurate diagnostics within agreed SLAs.

Participate in 24 / 7 on-call rota for 2nd line support.

Recommend improvements to reliability and performance.

Mentor other team members to reduce resolution costs.

Report on WFM and NGCC adherence for all team members.

Business impact

• Ability to impact the business by influencing decisions through advice / quality of work produced by self / others.
• Able to maintain a reputation for quality and delivery of their expertise to the business.
• Assists in the definition of strategy and evolution and associated infrastructure investments for Group / LoB.
• Responsible for engineering delivery plans for a small project.

Skills required for the job :

Technical

Cisco Call Manager, Unity Connection, UCCX, Express & Unity Express

Cisco Voice Gateways : configuration, translation rules, SRST

Signaling Protocols : MGCP, H323, Skinny, SIP

Attendant Console : CUEAC, CUBAC, CUDAC

Cisco Emergency Responder basics

2+ years with Cisco UCCE [ICM, CVP] including scripting and configuration

ICM, CUIC, VIM user management and call routing

VOIP architecture, call recording, precision queuing

Contact centre operational support

Release management process experience

Strong problem-solving, analytical and decision-making skills

Willingness to work in a 24 / 7 support environment

People Skills

Strong understanding of procedures and business context

Shares expertise, coaches and trains others

Plans and delivers at lowest cost

Works independently and develops specialist knowledge

Commercial awareness and cost control

Interprets customer needs and finds innovative solutions

Provides concise management reports

Adapts communication for different audiences

Builds informal networks and manages internal / external relationships

Experience you would be expected to have :

Minimum 5+ years' experience in the above skillsets

Experience managing complex technical environments

Strong customer management and stakeholder communication

Experience mentoring and coaching team members

Ability to identify solutions for both standard and non-standard queries

Key decisions :

Technical ownership and solution delivery

Escalation handling and SLA adherence

Planning and prioritisation of workstreams

Contribution to strategy, cost optimisation and delivery tracking