- Mexico City, Ciudad de Mexico, Mexico
- Full-time · Senior
- 3+ years
A technical guide dedicated to handling and resolving complex customer issues and supporting premium solution offers, focusing on omnichannel architectures, voice, and video.
Responsibilities
- Independently handle complex customer issues by building detailed lab setups to duplicate problems and submitting precise bug reports and critical issues to Engineering.
- Build and maintain strong customer relationships, taking full ownership of their success and providing guidance on enhancement solutions.
- Develop scripts and documentation to build intellectual capital and use AI-assisted automation tools to increase the speed and quality of issue resolution.
- Mentor others and provide strategic influence across teams.
Requirements
- Bachelor’s degree
- Master’s degree
- Nice to have: Webex Contact Center (WxCC)
- Nice to have: Cisco Unified Contact Center Express/Enterprise (UCCX/UCCE)
- Nice to have: cloud-native technologies