Consulting Engineer - Collaboration

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, with 8-12 years of experience in Cisco Contact Center technologies across Enterprise and Service Provider environments.
• Proven experience in designing and implementing Cisco Collaboration Contact Center components, including Agent Desktop, ICM scripting, CVP Call Studio scripting, and Contact Center reporting and analytics solutions.
• In-depth understanding of telephony and call routing technologies, including SIP, H.323, MGCP, SCCP, ISDN PRI, QSIG, FXO, FXS, and POTS, with strong troubleshooting and integration capabilities.
• Solid grasp of call flow design, routing strategies, and voice infrastructure protocols within large-scale enterprise contact center deployments.
• Experience working with Cisco UCS infrastructure and VMware virtualization technologies, including vCenter, ESXi, and vSphere Client.
• Solid grasp of TCP/IP networking fundamentals and supporting infrastructure services/protocols such as DHCP, DNS, TFTP, NTP, and LDAP.
• Experience with Webex Contact Center (Webex CC), including solution planning, migration, deployment, and implementation activities.
• Familiarity with AI-driven capabilities and integrations within UCCE, Webex Contact Center, and Webex Customer Experience solutions.
• Professional-level Cisco certification (CCNP Collaboration or equivalent) or higher, with a commitment to continuous learning
• Knowledge of Collaboration QoS design and implementation guidelines
• Familiarity with software programmability, automation, orchestration, and/or virtualization technologies
• Proven ability to mentor and guide junior engineers while acting as a trusted advisor to customers and internal collaborators
• Experience contributing to digital intellectual capital such as automation scripts, delivery frameworks, or reusable technical assets
• Fluency in Mandarin is preferred to manage and support our customers in the Greater China region
• Why Cisco?

Additional Information

Meet the Team The Customer Experience (CX) team is a group of outstanding technical guides whose main focus is delivering a world-class customer experience by solving the toughest business challenges with network-centric solutions. We accelerate customer and partner success through technology design, implementation, and optimization across a broad range of Cisco Collaboration and Contact Center technologies. Our team works closely with Cisco account teams, partners, and multi-functional groups to drive meaningful technology transitions and deliver measurable business outcomes. We are a high-performing, collaborative team with a strong culture of continuous learning, mentorship, and knowledge sharing. Our impact is reflected in strong financial results, industry recognition, and consistently high customer and employee satisfaction scores.

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