Moderro's Remote Expert

Cisco Remote

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Customer Success Engineer

Moderro Technologies is looking for a Telecom Technician who will be a member of the Customer Success Team and be responsible for support, configuration, installation, maintenance, and upgrade of Moderro Remote Expert Solution and Cisco Telecom Environment CUCM and Call Center Management Applications. Primary engineering and technical support activities (e.g. application design and support, implementation, diagnostics, operations/user support).

Duties & Responsibilities
  • Design, install and configuration for Moderro Remote Expert. Prepare, Plan, design, Implement, Operate and Optimize Cisco UCCX Scripts. Daily support of Customer Service and System Support Call Center environment.
  • Supporting branches of large banks in EMEAR
  • Interacting with a global team
  • Configure network equipment (i.e. routers, switches, etc.), manage installation of circuits, monitor vendor SLA's, and provide reports to support existing and future network capabilities
  • On call Rotation on a weekly rotation between team members
  • Store and Distribution Centers Travel few times a year to customers sites
  • Candidate needs to be Capable of working under pressure while handling multiple issues
  • Detailed documentation of all systems, training other team members, researching problems and finding resolutions
  • Meet with customer service and system support departments to ensure that their needs are being met
  • Provide escalation path after-hours and on call support for branches. This will include first level troubleshooting and ticket creation for Router and switches in our Network environment
  • Coordinate external vendor work for new technology installations and vendor service migrations for remote sites i.e. stores, distribution centers and field offices. Serve as team leader on technology migrations and vendor relationships
Education & Experience
  • Experience supporting large scale enterprise Voice, Voice over IP (VoIP), and Unified Communication solutions
  • Strong knowledge and experience supporting related Voice and Video Technologies
  • Must have excellent analytical skills in voice fault investigation and resolution methodology
  • Experience with Engineering and Operations of Call Manager, TMS, Jabber, SME, MRA, CUCM, SRTS,SRSV, CUE, SIP Trunking, Unity, UCCX Experience in designing and implementing Global Dial Plan Experience in Integrating Unified Contact center with Active Directory
  • Experience with integrating Call Center into CUCM Preferred qualifications CCNA Voice Collaboration CCNP Voice Collaboration CCIE Voice Collaboration
  • Multifaceted experience with troubleshooting LAN and WAN connectivity, VPN, etc.
  • Knowledge of Microsoft Server/Workstation environment (Windows 2012 and Windows 7 and 10 Preferred)
  • Technical degree or equivalent experience
  • CCNA/CCNP Designations are a plus
  • Experience with monitoring tools
  • Scripting/programming skills - a plus
Must be fluent in English – writing and speaking

Any additional EMEAR languages – a plus

Based in Barcelona

Job Type:

  • LAN: 1 year (Preferred)
  • Scripting: 1 year (Preferred)
  • Windows: 1 year (Preferred)
  • Microsoft Windows Server: 1 year (Preferred)
Barcelona, Barcelona provincia (Required)

CCNP (Preferred)

Fluent in English, Additional EMEAR languages a plus (Required)

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