CX Support Consultant - Cisco

CX Support Consultant - Cisco

Manchester or Glasgow/Hybrid

A bit about us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you'll be part of a collaborative, forward-thinking team that's transforming how businesses connect and communicate globally.

We're growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

What is the role responsible for?

This is Level 2 support role within Customer Experience (CX) Support Operations, responsible for providing confident, customer-focused technical and operational support across Cisco Webex and wider CX tooling, services and support processes.

The role acts as an escalation point for incidents and requests, owning assigned tickets end-to-end, carrying out structured investigation and resolution activity, and coordinating technical or hierarchical escalations where required. The role supports service stability, SLA performance, clear customer communication, knowledge management and continual service improvement across the CX support function.

What will you be doing day-to-day?

Here are a few examples of what you could be involved with:

• Provide Tier 2 application, solution and operational support for major Cisco Webex clients.
• Own incidents and service requests end-to-end, keeping tickets recorded, prioritised, updated and on track.
• Investigate and troubleshoot issues, resolving where possible or escalating clearly and promptly.
• Provide clear, timely customer updates on progress, ownership, actions and next steps.
• Work with internal teams, vendors and third parties to resolve complex issues and improve outcomes.
• Create and maintain knowledge documentation, customer guidance and team reporting.
• Join the on-call rota and complete planned out-of-hours changes when required.
• Live Gamma values by taking ownership, collaborating openly, supporting colleagues and doing what's right for customers and the business.

What you'll bring

You don't need experience in everything listed-but we're especially keen to hear from people with some of the following skills:

• Either Tier 2 support experience in application, service desk, technical support with the Cisco Webex portfolio or solid user experience with Cisco Webex with an enthusiasm to move into support is highly advantageous
• Exposure across Cisco collaboration and contact centre technologies, including some of Cisco Unity Connection, CUCM, PCCE, UCCE, UCCX, Webex Calling, Webex Contact Center Enterprise (WXCCE), and Webex Contact Center (WxCC), covering both cloud and on-premises environments.
• Transferable experience across enterprise telephony and contact centre solutions, including Microsoft Teams Phone, Amazon Connect, Genesys, Avaya, NICE CXone, and Mitel, providing a strong foundation for Cisco collaboration and contact centre environments.,
• Voice engineering experience with a strong understanding of SIP protocols, voice networking, and cloud communications technologies. Knowledge of legacy voice platforms and a solid grounding in on-premises telephony fundamentals.
• Awareness of CX, contact centre, automation, SaaS or cloud support environments.
• The ability to troubleshoot across applications, users, access, configuration, integrations, data, logs and processes.
• Clear, calm customer and stakeholder communication.
• A team player who can collaborate with support teams, managers, vendors, third parties and project teams.
• Proactive queue management, prioritisation and follow-through.
• Quick to learn new products, platforms and processes.
• Able to spot repeat issues, knowledge gaps, service risks and process improvements.

What do we offer you?

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contributions
• Enhanced parental leave
• Life assurance and Income protection
• Share save and incentive plans
• Electric Vehicle and Cycle scheme
• Employee discounts
• Volunteer day

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

For recruitment agencies - we have a network of fantastic partners that support us in our hiring from time to time. We're not looking to increase that network currently, so please don't send speculative CVs.