Technical Consulting Engineer - Contact Center

Cisco is a leading technology company dedicated to revolutionizing how data and infrastructure connect and protect organizations. The Technical Consulting Engineer will drive resolution of critical technical issues, diagnose and troubleshoot incidents across Cisco products, and provide expert technical guidance to ensure exceptional customer experiences.

Responsibilities:

• Drive resolution of critical technical issues, ensuring customers’ environments remain reliable and secure
• Diagnose, troubleshoot, and resolve incidents across Cisco products, services, and solutions to deliver exceptional customer experiences
• Provide expert technical guidance, develop and update documentation, and empower knowledge transfer to internal and external stakeholders
• Collaborate with engineers and partners to handle escalations, maintain thorough case documentation, and uphold best practices in case management
• Develop innovative solutions and repeatable processes to accelerate incident resolution and contribute to Cisco’s digital intellectual capital

Requirements:

• Comprehensive knowledge of Webex Contact Center and Webex Calling solutions, including architecture, features, and integration capabilities
• Technical expertise in telephony and collaboration technologies such as SIP/VoIP protocols (SIP, RTP, MGCP, H.323), call routing, call queues, and call recording
• 3+ years of experience supporting or troubleshooting Contact Center (UCCE, UCCX, WxCC) and Telephony Solutions (Call Manager, Voice Gateways, Webex Calling)
• Proficiency in troubleshooting and data analysis to diagnose and resolve issues efficiently
• Knowledge of Cloud Platforms (AWS, Azure), API protocols, Docker, Kubernetes, and familiarity with AI concepts and AI-powered tools
• Capable of effectively communicating with internal and external partners, fostering strong collaboration
• Outstanding written and verbal English communication skills, with proven customer service experience and effective problem-solving abilities
• Excellent time management skills, able to prioritize tasks and maintain attention to detail in time-sensitive situations
• Collaborates well within cross-functional teams, contributing to a supportive and inclusive environment
• Interest in learning about and utilizing emerging AI technologies to enhance network support and automation
• Able to provide constructive feedback to peers as needed
• Certifications such as CCNA, CCNP, CCIE, DevNet