- 100% Work From Home (WFH): No Manila traffic—ever.
- Permanent Full-Time Role: Stable career growth in an expanding team.
- Dynamic MSP Environment: Work with diverse Australian clients on modern cloud voice technologies.
- Managing Webex Contact Center (WCC): Troubleshooting agent login issues, queue configurations, call routing flows, and managing Contact Center licensing and provisioning via Control Hub.
- Agent login troubleshooting: fixing login issues for agents in WCC.
- Managing agent states: monitoring Ready, Not Ready, Wrap-up statuses, and helping agents fix state issues.
- Queue monitoring: checking that queues are functioning correctly and that SLAs are being met.
- Basic call flow/IVR troubleshooting: resolving issues in call routing or IVR flows at a functional level.
- Real-time dashboards/supervisor tools: using WCC-specific tools to monitor performance or detect incidents.
- Service Management: Maintain top-tier ticket quality within our ITIL framework (ServiceNow/Jira).
- Mandatory Skill: Must have a hands-on experience with Cisco Webex Contact Center (Agent Desktop, Queues, Call Flows).
- Service Mindset: Strong background in ITSM/ITIL environments—you understand the value of a well-documented ticket.
- Experience: 4+ years in a Service Desk or NOC environment (preferably Level 2).
- Communication: Assertive, clear, and professional English for client interactions.
- CUCM Exposure: Not required but knowledge of Unified Communications Manager is a plus.
- Certifications: CCNA Collaboration or ITIL Foundation.
- Timezone: Melbourne, Australia (AEST/AEDT).
- Hours: 9 hour shifts within 8:00 AM to 8:00 PM Melbourne Time (5:00 AM to 5:00 PM Philippine Time) with reactive on-call requirements
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L2 Webex Contact Center Engineer - Philippines - Penbrothers
Paglalarawan
Are you a Cisco Collaboration enthusiast looking to level up in an Australian Managed Service Provider (MSP) environment? We are looking for a Level 2 Webex Contact Center Engineer to join our growing offshore team
Why You'll Love Working With Us
What You'll Do
Requirements (The Non-Negotiables)
Nice-to-Haves
Work Schedule
#CiscoWebexContactCenter #WxCC #WebexContactCenter #CiscoUnifiedCommunicationsManager #VoIP #SIP #ITIL #WFH
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Data Center Engineer
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