Application Support Engineer

Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : Cloud Contact Center Operations

Good to have skills : NA
Minimum 2 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:
We are seeking a highly skilled and detail-oriented WebEx Operations Specialist to manage and support the end-to-end operations of WebEx conference, chat, calling, and webinar/townhall services. The ideal candidate will be responsible for defining strategies, configuring systems, providing support, and ensuring optimal performance of WebEx services. This role will involve L1, L2, and L3 operational tasks, including troubleshooting, configuration, user support, and performance monitoring.

Roles & Responsibilities:

Liaising with the customer technical representatives Provide recommendations to client on deployment of new features.

Create and Manage requests on ITSM tool Implement the changes as applicable, test the changes and hand over to customer Troubleshoot issues with Voice Network.

Maintain documentation and SOPs for conferencing usage and support.

Regularly review and optimize conferencing setups (e.g., policies, storage, integrations)

Decommission WebEx accounts or resources as needed.

Communicate major updates or outages to users.

Professional & Technical Skills:

Must Have Skills: Cisco Webex Contact Center

Good to Have Skills: Cisco/ Avaya IP Telephony, Data Network skills.

Conferencing Operations:

Define and implement conferencing strategies and usage policies (e.g., internal/external meetings, recording policies).

Procure and assign WebEx licenses to users and teams.

Provide administrative rights and manage WebEx tenant configurations, including global settings, meeting templates, and audio/video defaults.

Notify third-party service providers of administration rights and agency for support.

Integrate WebEx with calendars (Outlook, Exchange, Teams) and configure authentication/SSO (Azure AD/SAML).

Define and deploy meeting policies (e.g., participant limits, recording, encryption).

Create and maintain standard meeting templates.

Enable and configure recording, storage, and retention settings.

Configure reporting and analytics dashboards for usage insights.

Pilot WebEx conferencing with selected users and provide end-user onboarding and guidance (e.g., scheduling, joining meetings, using features).

Provide L1 troubleshooting for audio/video and login issues, escalating complex issues to L2/L3 support.

Perform L2 administration and configuration updates (e.g., templates, policies, recordings).

Conduct performance monitoring and health checks (e.g., server/cloud, latency, connectivity).

Approve changes to WebEx configurations (e.g., policies, templates, integrations).

Should have 3+ years of experience leading medium to large IT telephony/communications projects.

On occasion work flexible hours to accommodate after hours and weekend activities such as installation, testing, managing events.

Good understanding of procedures, application and concepts within own subject area.

Bachelors Engineering degree or its equivalent in Computer Science, Information Technology

Good to have CCNA and any Cloud Certification.

Qualification 15 years full time education