Software Engineering Technical Leader

Cisco is a global leader in networking and security solutions, and they are seeking a Software Engineering Technical Leader to join their Customer Care Business Unit. This role involves addressing complex issues in Cisco Contact Center solutions, mentoring engineers, and enhancing customer service capabilities.

Responsibilities:

• Restore service quickly by isolating and resolving critical problems in high-stakes environments
• Guide P1/P2 incidents from start to finish, coordinating teams and keeping everyone informed during outages
• Dig into diagnostic data with tools like RTMT and Wireshark to find root causes faster
• Partner with TAC, engineering, and global support to smooth out how we work
• Mentor newer engineers and share what you learn
• Help roll out and steady new AI-supported contact center capabilities
• May be required to participate in an on-call rotation

Requirements:

• Bachelor's + 8 years of experience in Computer Science, Information Technology, Engineering, or a related field - or Master's + 6 years
• Experience with Cisco Contact Center technologies: CUCM, CVP, ICM, PGs, Finesse, CUIC, IVR, gateways, call routing, and media flow
• Background as a Tier 3 or advanced support resource in large enterprise contact center environments
• Experience handling P1/P2 critical incidents in SLA-driven support settings
• Experience with diagnostic tools such as RTMT, Wireshark, log analysis, and trace analysis utilities
• Experience supporting large, always-on Cisco Contact Center Enterprise deployments
• Familiarity with AI-enabled contact center features and assistive coding tools like Cursor or GitHub Copilot
• Knowledge of cloud infrastructure, automation frameworks, APIs, and how AI fits into contact center environments
• Experience helping new technology land smoothly, especially cloud-integrated or AI-supported rollouts
• A track record of caring for customer relationships, plus clear writing and speaking
• An eye for spotting operational risk early and recommending fixes before problems grow