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.
