Technical Systems Engineer, Contact Center

The application window is expected to close on: September 5th, 2025.

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

The preferred location for this role is RTP, North Carolina, US. Onsite 2 days a week.

The Workforce Collaboration Contact Center organization is a client engagement team dedicated to delivering innovative solutions for Cisco's global contact center environment. Workforce Collaboration's vision is to build an engaging workplace through human-centered design, empowering people to excel. Our dedication to fostering a productive environment where employees can be authentic. We are transforming Cisco's employee experience by prioritizing customer service, speed, agility, and kindness! This role is within Workforce Collaboration will focus on global employee enablement through our Webex Collaboration suite. Workforce Collaboration has 6 pillars: Calling, Contact Center, Webex Suite, Data Integrations and Insights (DI&I), Development & Observability, and Office Experience (OEM). These pillars enable employee business transformations while maintaining operational excellence.

As part of Cisco's Workplace Collaboration organization, you will play a key role in driving innovation and operational excellence.

• Innovators: We propel employee business transformation by delivering innovative solutions while ensuring operational quality.
• Accelerators: We drive digital solutions that generate cost savings, efficiency gains, and enterprise growth.
• Transformers: We enhance the employee experience by adopting an agile, secure, and high-quality approach, acting as our own customer to deliver continuous business value.

We are currently seeking a Technical Systems Engineer - Contact Center to join us in driving our mission forward.

As Contact Center Technical Systems Engineer, you will participate in a variety of global and technology diverse projects and support - feature implementation, client application build, as well as next generation technologies with our cloud contact center - AI, ML, Bot, ChatGPT and 3rd party integrations (CRM, CMDB, Analytics, Data Lakes) are all within this environment.

As a technical systems engineer your primary responsibilities will focus on Webex Cloud contact center, Webex calling, and our on premises Unified Contact Center Enterprise (UCCE) platforms and related systems. Applications, integrations, documentation, and support. We operate on a 24 x7 365 support model and there is an on-call duty requirement.

Minimum Qualifications

• 8+ years of UCCE experience, versions 11.x and above and ensure that requirements for high availability are in place for the Cisco environment and applications.
• 2+ years of Webex Cloud Contact Center experience, with proven knowledge of Bots, automation, virtual assistants
• 6+ years' experience with and advanced configuration on Cisco Call Manager platforms; Cisco Unified Messaging and other UC applications; configuring and troubleshooting VOIP Trunks and VOIP Gateways; some hands on networking experience
• Building, testing, deployment, support of UCCE applications
• Telephony experience -Webex Calling, Unified Communications, Toll Free and carrier portals
• Work on problems of diverse scope where analysis requires evaluation of identifiable factors call routing, queues, logs
• Hands on experience with Google Dialog-Flow, JAVA scripting, Python, SQL

Preferred Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, or relevant work experience.
• Experience handling critical issues across all organizational levels (e.g., Executive, High Touch).
• Strong customer-facing skills with excellent problem-solving abilities.
• Solid understanding of network with validated experience.
• Ability to design, deploy, train, and resolve issues directly with clients.
• Exceptional time management, follow-through, and attention to detail.
• Clear communication of technical and non-technical concepts to third parties.
• Proficient in creating knowledge transfer materials and detailed design/operational documentation.
• Familiarity with Agile delivery methodologies (Scrum, Kanban) and tools like JIRA Cloud/Align.
• Networking certifications (e.g., CCNA, CCNP, CWNA) are a plus.
• Focused on customer satisfaction and meeting service level agreements (SLAs).
• Proficient in creating/updating client and team documentation (e.g., WIKI).
• Self-motivated with minimal supervision required, capable of handling routine and new tasks independently.
• Experience with tools and platforms: Webex, M365, VPN, voice soft clients, Splunk, Zabbix, Thousand Eyes, Cyara, Calabrio.

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. Simply put - we power the future.

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.