Meet the Team

This team provides critically important support for our Collaboration and Contact Center customers, applying deep technical expertise to conduct advanced troubleshooting and resolve complex interaction challenges. We specialize in omnichannel architectures, voice, video, and platform integrations, handling technical problems across a broad range of deployment complexities. Operating in a highly integrated technical environment, the team collaborates with customers, partners, engineering, and internal collaborators to drive resolution, continuous improvement, and product quality.

Your impact

As a Technical Consulting Engineer, you will serve as a technical guide dedicated to handling and resolving complex customer issues and supporting premium solution offers. You will drive customer success by building productive relationships, creating intellectual capital, and using AI-assisted automation to enhance resolution quality. Additionally, you will chip in to the team's growth through mentoring and strategic influence across teams.

• Technical Problem Solving: Independently handle complex customer issues by building detailed lab setups to duplicate problems and submitting precise bug reports and critical issues to Engineering.
• Customer Success Management: Build and maintain strong customer relationships, taking full ownership of their success and providing guidance on enhancement solutions.
• Operational Excellence: Develop scripts and documentation to build intellectual capital and use AI-assisted automation tools to increase the speed and quality of issue resolution.

Minimum Qualifications

• Bachelor’s degree with 5+ years of related experience, Master’s degree with 3+ years, or equivalent professional experience.
• Professional-level certification (e.g., CCNP Collaboration) or equivalent industry certification.
• Proven proficiency in solving complex Contact Center environments, including call routing, IVR, and applications.
• Strong foundational knowledge of VoIP protocols (SIP, RTP) and cloud architecture concepts.
• Strong foundational knowledge of the OSI Model and TCP/IP protocols.

Preferred Qualifications

• Hands-on experience with Webex Contact Center (WxCC) or Cisco Unified Contact Center Express/Enterprise (UCCX/UCCE).
• Working knowledge of cloud-native technologies, API solving (REST/JSON), and web-based applications.
• Familiarity with Local Gateway (LGW), or SIP Gateway (SIP GW) devices.
• Experience using AI-based productivity tools to streamline technical investigations.
• Proven track record to lead technical discussions, build lab environments for complex scenarios, and chip in to internal intellectual capital.

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.