Technical Consulting Engineer - Contact Center

Job Posting

The application window is expected to close on: 03/27/2026 Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received. Join Cisco's Technical Assistance Center (TAC), a passionate group dedicated to ensuring the seamless operation of our customers' environments through expert troubleshooting and technical support. As the backbone of Cisco's customer care, our team plays a pivotal role in maintaining trust and satisfaction for Cisco users worldwide. You'll be part of a dynamic, diverse, and collaborative group that thrives on knowledge-sharing and problem-solving, consisting of engineers with expertise across Cisco's broad technology portfolio. The team's lively, supportive atmosphere fosters continuous learning and innovation, making every day engaging and rewarding. Be excited to work where your contributions directly impact both customers and the future of cutting-edge technology.

Your Impact:

Drive resolution of critical technical issues, ensuring customers' environments remain reliable and secure. Diagnose, troubleshoot, and resolve incidents across Cisco products, services, and solutions to deliver exceptional customer experiences. Provide expert technical guidance, develop and update documentation, and empower knowledge transfer to internal and external stakeholders. Collaborate with engineers and partners to handle escalations, maintain thorough case documentation, and uphold best practices in case management. Develop innovative solutions and repeatable processes to accelerate incident resolution and contribute to Cisco's digital intellectual capital.

Minimum Qualifications

Comprehensive knowledge of Webex Contact Center and Webex Calling solutions, including architecture, features, and integration capabilities. Technical expertise in telephony and collaboration technologies such as SIP/VoIP protocols (SIP, RTP, MGCP, H.323), call routing, call queues, and call recording. 3+ years of experience supporting or troubleshooting Contact Center (UCCE, UCCX, WxCC) and Telephony Solutions (Call Manager, Voice Gateways, Webex Calling). Proficiency in troubleshooting and data analysis to diagnose and resolve issues efficiently. Knowledge of Cloud Platforms (AWS, Azure), API protocols, Docker, Kubernetes, and familiarity with AI concepts and AI-powered tools.

Preferred Qualifications

Capable of effectively communicating with internal and external partners, fostering strong collaboration. Outstanding written and verbal English communication skills, with proven customer service experience and effective problem-solving abilities. Excellent time management skills, able to prioritize tasks and maintain attention to detail in time-sensitive situations. Collaborates well within cross-functional teams, contributing to a supportive and inclusive environment. Interest in learning about and utilizing emerging AI technologies to enhance network support and automation. Able to provide constructive feedback to peers as needed. Certifications such as CCNA, CCNP, CCIE, DevNet.

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.

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

The starting salary range posted for this position is $94,200.00 to $125,000.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits. 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. 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: $117,600.00 - $171,500.00 Non-Metro New York state & Washington state: $102,400.00 - $165,800.00 * 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. 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.