Software Engineering Technical Leader

Meet the Team

Cisco's Customer Care Business Unit (CCBU) helps enterprise contact centers run reliably and at scale. We manage the toughest technical issues for Cisco Contact Center solutions, working side by side with TAC, engineering, and global operations to solve problems customers can't solve on their own. Our team brings together support engineers, voice specialists, network specialists, and application professionals, with 24/7 coverage around the world. We care about doing careful technical work, sharing what we know, and getting a little better every day. And we're leaning into new ground — AI-assisted diagnostics, automation, and cloud. Join us and you'll work on the customer issues that matter most, help frontline teams resolve problems without waiting on development, and shape where our product and operations go next.

Your Impact

As a Tier 3 Escalation Engineer, you'll be the go-to technical resource for the hardest Cisco Contact Center Enterprise issues - voice routing, IVR, Finesse, CUIC, CVP, ICM, and the integration layers that tie them together. Day to day, you will:

• 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

Minimum Qualifications

• 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

Preferred Qualifications

• 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

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.