Service Reliability Engineer – WxCCE

Who You’ll Work With

Collaboration Technology Group (CTG) is the technology tower that owns, develops, and supports the Webex suite of products – UCMC, Webex Calling DI, Webex MT and Contact Center. This role involves the initial deployment of customer instances in the Webex Cloud for Contact Center Enterprise deployments.

This platform provides the ability to customers to host their calling infrastructure on the cloud in a dedicated, multi-tenant or hybrid mode. This is a modular offering of Webex to suit the customer calling needs and designed to work with existing calling infrastructure.

Who You Are

This is an extraordinary opportunity for someone with perseverance and an insightful view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology.

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge.

This role focuses on Collaboration & Contact Center deployments for small, medium and large customers and providing world-class customer service. Job responsibilities include deploying new builds, troubleshooting, diagnosing, and resolving problems in sophisticated customer networks. An ideal candidate should have prior collaboration and contact center experience, working in a fast-paced environment. Expertise in designing and implementing complex Cisco WebEx Contact Center solutions, including IVR scripting, call routing, and integration with CRM systems is desired.

What You’ll Do

Drive technology design, implementation, execution, and/or optimization for projects/accounts to accelerate customer outcomes.

Assist customers with integration and implementation of tools, systems, and service assurance for Cisco technologies.

Build customer simulations in test labs to resolve/validate sophisticated issues.

Build and deliver customer collateral, documentation, and knowledge transfer.

Drive customer technology transitions, influencing solution architectures and services.

Align with and support company policies and processes and apply relevant tools to efficiently implement the role and support team’s strategies and goals.

Required Technical Skills/Qualifications

7 Experience in planning, , implementing and solving problems sophisticated Cisco Contact Center solutions for enterprise level customers.

Configure, deploy, and Operate Cisco Unified Contact Center Enterprise, Cisco Voice Portal, Finesse Systems, Cisco Contact Center Management Portal, and other key networking technologies

Proficiency in UCCE Scripting

Have familiarity with voice technologies

Advanced programming experience within UCCE and related contact center applications

Experience with log collection, packet capture and call manager

Experience with Unified computing servers, Linux and Active Directory

Strong problem-solving ability

Ability to excel in a fast-paced environment

Must be knowledgeable of Cisco Unified Communication or Contact Center technologies to include, Call Flows, IVRs, Quality Management, Workforce Engagement Management, Operational Reporting.

Must have the ability to understand dataflows to develop or implement a technical solution

Understanding of Observability principles to include best monitoring practices, log review, alerting and reporting

Strong Troubleshooting skills for all aspects of the Contact Center Platforms and required to be on call for production support

Must be able to communicate in a clear, concise, professional manner, to be understood by customers, clients, co-workers, and other employees of the organization

Good analytical and troubleshooting skills with an initiative to drive problems to resolution.

Preferred Technical Skills/ Qualifications

Cisco Certifications Cisco CCIE or CCNP Collaboration is a plus.

Certification on any Virtualization platform is a plus.

Experience with Networking technologies such as Route/Switch/ Firewalls is a plus.

Prior working experience in Managed Services environment

A strong understanding of the ITIL framework and its application in a production environment is preferrable.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is at our core (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco

#CollabFY25

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.