Collaboration Consulting Engineering Technical Leader

MEET THE TEAM

Join Cisco’s Customer Experience (CX) Collaboration & Contact Center team, a dynamic group of technical leaders and engineers dedicated to delivering innovative contact center solutions that transform customer interactions. Our team bridges business and technology, working closely with customers to design and implement scalable, intelligent omnichannel contact center architectures. With a collaborative and forward-thinking culture, the team combines deep technical expertise with a passion for driving exceptional customer experiences. Exciting opportunities abound as we pioneer AI-driven automation and integrations with leading enterprise platforms across diverse industries.

YOUR IMPACT

Lead the design, development, and deployment of advanced contact center workflows and integrations that directly enhance customer engagement and operational efficiency. Partner with business stakeholders and technical teams to translate complex requirements into scalable, high-performance solutions across Cisco’s on-premises and cloud contact center platforms. Drive innovation by architecting AI-powered omnichannel journeys and custom integrations that maximize business value. Mentor engineering talent and contribute to intellectual capital creation, ensuring delivery excellence and continuous improvement. Success in this role means delivering tailored, resilient contact center solutions that elevate customer satisfaction and agent productivity.

MINIMUM QUALIFICATIONS

• Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, Information Systems, or related technical discipline.
• 8+ years of experience in Contact Center consulting or engineering roles.
• Expert-level scripting skills with Cisco ICM Script Editor, Unified CVP Studio, and/or Webex Contact Center Flow Designer.
• Proven hands-on experience with both on-premises (UCCE, PCCE) and cloud (Webex Contact Center, WxCCE) Cisco Contact Center platforms.
• Strong proficiency in backend integrations, including SQL databases (MS SQL, Oracle), REST/SOAP APIs, and JSON/XML data handling.

PREFERRED QUALIFICATIONS

• Experience integrating Cisco Contact Center solutions with industry vertical platforms such as Epic Systems EHR, Salesforce Service Cloud, or ServiceNow.
• Cisco certifications such as CCIE Collaboration or Cisco Certified Contact Center Specialist, or equivalent expertise.
• Hands-on experience with Webex Connect (CPaaS), conversational AI agents, and natural language processing technologies.
• Skilled in developing custom Cisco Finesse gadgets and desktop workflow integrations using JavaScript APIs.
• Proven ability to guide enterprise customers through cloud migration from legacy on-premises contact centers to Webex Contact Center platforms.

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. 

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.