What You’ll Do

Technical Services is a team of outstanding technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience.

Our success is validated through excellent financial results, growing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco’s Technical Assistance Center (TAC) is aligned to the Global TAC geographic regions; together, we form one Global TAC.

You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving, and preventing the recurrence of technical issues. You will solve our customer’s toughest problems, ensuring that our customers get the expected business outcomes and providing a superior customer experience.

You will also receive extensive training and development in both technical and leadership/customer skill areas.

Who You’ll Work With

CX is a team of extraordinary technical guides whose #1 focus is to deliver world-class customer experience. We help tackle the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

The collaboration team works on sophisticated issues with some of Cisco’s top customers. It’s a superb opportunity to master the newest technologies and products. On this team, you will get the opportunity to work in an unusually diverse and socially responsible environment with one of the most creative companies in the high-tech industry. Grow your skills in a dynamic, team-oriented environment and join some of the industry’s brightest minds in deploying and supporting today’s most sophisticated technologies. This role will offer an extensive opportunity to develop your technical and leadership skills.

Who You Are

Essential Skills

• Bachelors/master’s degree with minimum 8-10 years experience supporting Collaboration Products, including significant analytical and troubleshooting skills, shown crisis management skills, and ability to handle critical customer issues/problems.
• Experience in a NOC, TAC environment is good to have
• Deep understanding of Cisco Collaboration products and technologies.
• Understanding and knowledge of Linux, Python, and Virtualization.
• Apply analytical skills and technical knowledge to tackle product and software problems of moderate to high complexity. Guide and provides support on a worldwide basis.
• Deliver technology/product training and intellectual property material as required, including mentoring other engineers.
• Excellent communication & interpersonal skills, Effective consulting, and communication skill.
• Experience with SIP, H323, MGCP, RTP, TCP/IP, TLS, VoIP, and NAT with deep understanding and hands-on troubleshooting expertise.
• Strong and in-depth knowledge of Cisco Unified Communication Manager (CUCM) and platforms such as ASR, ISR and CSR series of routers.
• Well-versed in industry trends.
• CCIE or industry equivalent is a requirement.

Extended Skills

• Experience with any other enterprise collaboration technologies, including Cisco Webex Calling, Webex Contact Centre, Cisco on-premises collaboration services (CUCM, Unity Connection, Jabber, UCCX, UCCE, Expressway), and hybrid interoperability with Webex cloud services, Telepresence endpoints, IP Phones, and UC infrastructure (CUBE, SBC, PSTN, ITSP)
• Knowledge of the Cisco Teamwork Product Portfolio for gateways, gatekeepers, and Unified Border Elements (CUBE) is helpful.
• Working knowledge of various enterprise call flows and integrations with the gateways such as VXML, CVP (customer voice portal), and CUSP (Cisco Unified SIP Proxy)
• Good understanding of Linux, Unix, DNS and DHCP, Active Directory (Azure AD)

Emerging Skills

• CCIE Collaboration certified. VCP, RedHat Certification a plus.
• Knowledge of Emerging technologies like WebRTC, Cloud architecture, and SSO will help.
• Experience developing solutions and passion for coding/scripting/Automation (python, java, C++ .NET, shell script) could be an added advantage.

Why Cisco

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and size to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognise our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. 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. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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 pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate 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.