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Webex CCE Tier 2 Engineer

Apply (https://jobs.cisco.com/jobs/Login?projectId=1441765)

+ Location:RTP, North Carolina, US

+ Area of InterestEngineer - Software

+ Compensation Range121700 USD - 168700 USD

+ Job TypeProfessional

+ Technology InterestSoftware Development

+ Job Id1441765

Applications are accepted until further notice.

What You'll Do

The Operations team for Webex Contact Center Dedicated Instance and Webex Calling Dedicated Instance is responsible for several critical tasks, including continuously monitoring systems for issues and alerting customers when incidents occur, prioritizing and addressing incidents based on severity, performing root cause analysis to prevent future occurrences, conducting post-incident reviews to evaluate responses and identify areas for improvement, and collaborating closely with Cisco Technical Assistance Center (TAC) to replicate, triage, and test fixes for reported issues. These responsibilities ensure the smooth operation and reliability of the Webex Contact Center and Webex Calling services.

In this role you will gain insight into the detailed functionality of Cisco products, with emphasis on Cisco Collaboration portfolio and Cloud Transformation processes. You will be exposed to all of collaboration and Contact Center services and technologies and will have a significant influence in driving improvements. You will be helping team to develop and implement automation mechanisms to improve and streamline daily repetitive tasks.

Who You'll Work With

Our team is the unique combination of technical challenges and the collaborative, inclusive culture we cultivate. Each team member can make a substantial impact, driving innovation and excellence in our cloud-based solutions. The diversity of thought and background within our team not only enriches our work environment but also enhances our ability to tackle complex problems creatively and optimally. This supportive and dynamic atmosphere makes every day both rewarding and exciting.

Our team attracts engineers and leaders who are eager to tackle exciting technical problems in a dynamic environment where each individual significantly impacts the final outcomes. We are passionate about delivering first-class operations in a cloud-based dedicated instance solution, fostering a culture that embraces spirit and diversity.

Who You Are

An engineer in Unified Communication and Contact Center will daily analyze, configure, and fix products, provide remote support for issue resolution, and create lab setups to solve and validate changes. They will follow through on incident tickets, engage with support teams for complex issues, and adhere to communication procedures for updates. Additionally, they will coordinate with customers, respond to network alarms, and prioritize support for critical functionalities. The engineer will collaborate with multi-functional teams to solve major customer problems, drive continuous learning, and develop automation scripts to improve efficiency. Ultimately, they will contribute to overall team quality by streamlining repetitive tasks and infrastructure changes.

Requirements:

+ Bachelor’s degree in information technology, Computer Science or equivalent work experience

+ 5+ years of work experience on Cisco collaboration technology architecture and operations

+ Experience in following Cisco technologies: ICM (UCCE), CVP, Finesse, CUIC, Cloud Connect, LiveData, IdS, VVB

+ Ability to communicate effectively with senior leaders, customers, and developers

+ Strong problem analysis, fix methodologies, and crisis management skills

Nice to have:

+ Demonstrable experience in customer incident and critical issue management.

+ Knowledgeable in Windows and Linux, network programming concepts, and protocols.

+ Proficient in project management and familiar with modern toolsets (e.g., Jira, PagerDuty).

+ System Administration: Experience with OS/application patching, upgrades, and backups in voice environments.

+ Oracle SBC Experience, ITIL Foundation, CCNP Collaboration, CCNP DevNet Collaboration Automation

Why Cisco

\#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (39 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.