Cisco Service Engineer Tier 3 (Colombia 100% REMOTE) Position at FPS Innovation Labs, fully remote from Colombia. About Us Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogotá, Colombia, and Manila, Philippines that puts culture and employees first. FPS is a rapidly growing global company that employs the best people, processes, and proprietary technology to deliver groundbreaking solutions for its clients and fulfilling careers for its employees. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high‑potential career growth. Core Values Integrity – Do what’s right for everyone: clients, shareholders, partners and colleagues; teamwork over self and create an atmosphere of mutual respect. Excellence – Deliver exceptional client results, reward and recognize performance, and relentlessly pursue improvement. Accountability – Act like an owner, take pride in our work, measure results, and be passionate. Grace – Respect and appreciate differences, care for one another, humility, and make work personal. Our Mission To create conditions within which people can thrive. Duties and Responsibilities Minimum of 5+ years of hands‑on experience supporting and troubleshooting Cisco UC and UCCx components in a Tier 2/3 capacity. Experience troubleshooting advanced CUCM, CUC, CUIC, VVB, Finesse, and Cisco Voice Gateways environments. Deep understanding of TCP/IP, H323, MGCP, and SIP protocols. Working knowledge of peripheral gateway (PG) architecture, Logger/Rogger, and database layer. Ability to read and interpret network traces (Wireshark) and CVP/VXML logs. Familiarity with third‑party integrations: Calabrio, Verint, Nuance, etc. Familiarity with ITIL‑based processes. Experience with Cisco Webex Calling implementation, MAC and support. Strong English written and oral communication skills, with customer‑facing experience. Comfortable working in SLA‑driven, multi‑client environments, and extended hours as required. Bachelor’s degree or equivalent experience preferred. Cisco certifications required: CCNA or CCNP Collaboration. Desired Experience UCCE/PCCE experience – implementation and or support at the Tier 3 level. Understanding of HA (High Availability), failover, and load‑balancing concepts in Cisco Contact Center. Experience with ECE is a plus. Strong understanding of CVP platforms including Call Studio, ICM Scripting, Dialer, and routing logic. Familiarity with SQL queries and log analysis (Router, Logger, PG, CVP, Finesse). Experience with Webex Contact Center implementation, MAC and support. Physical Requirements Sit for long periods of time. Lift equipment or tools up to 20 pounds. Department & Location Information Technology – Bogotá, Colombia – Fully Remote. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Engineering and Information Technology Contact FOX Talent Acquisition #J-18808-Ljbffr