Software Engineering Technical Leader

Cisco
United States
Workplace: RemoteFull timeUSD 163,600 - 234,600 annuallyFunction: Software EngineeringExperience: 8+ yearsEducation: bachelorsSkills: ["Customer-focused support","Mentoring","Incident management","Root-cause analysis","Clear communication"]

Work as a Tier 3 escalation engineer and the go-to technical resource for the hardest Cisco Contact Center enterprise issues, including voice routing, IVR, and integration layers. Lead and restore service for P1/P2 incidents end to end, isolate root causes using diagnostic tools like RTMT and Wireshark, and coordinate with TAC, engineering, and global support. Mentor engineers and help roll out AI-supported contact center capabilities, including possible on-call rotation.

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FursaFursa
Cisco
Cisco
4 weeks ago

Software Engineering Technical Leader

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Work as a Tier 3 escalation engineer and the go-to technical resource for the hardest Cisco Contact Center enterprise issues, including voice routing, IVR, and integration layers. Lead and restore service for P1/P2 incidents end to end, isolate root causes using diagnostic tools like RTMT and Wireshark, and coordinate with TAC, engineering, and global support. Mentor engineers and help roll out AI-supported contact center capabilities, including possible on-call rotation.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Software Engineering

Key Responsibilities

  • •Restore service quickly by isolating and resolving critical problems in high-stakes environments.
  • •Guide P1/P2 incidents from start to finish by coordinating teams and keeping everyone informed during outages.
  • •Use diagnostic data and tools like RTMT and Wireshark to find root causes faster.
  • •Partner with TAC, engineering, and global support to improve how the teams work.
  • •Mentor newer engineers and help roll out and steady new AI-supported contact center capabilities; may participate in an on-call rotation.

Pay and Benefits

Salary: USD 163,600 - 234,600 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental LeaveDisability CoverageLife InsuranceEquityPaid Holidays

Key Requirements

  • •Bachelor's degree plus 8 years of experience in Computer Science, Information Technology, Engineering, or a related field (or Master's plus 6 years).
  • •Experience with Cisco Contact Center technologies including CUCM, CVP, ICM, PGs, Finesse, CUIC, IVR, gateways, call routing, and media flow.
  • •Background as a Tier 3 or advanced support resource in large enterprise contact center environments.
  • •Experience handling P1/P2 critical incidents in SLA-driven support settings.
  • •Experience using diagnostic tools such as RTMT, Wireshark, and log/trace analysis utilities.
Experience:8+ yearsEnterprise contact centers24/7 supportSLA-driven support
Education:Bachelor's
Skills:Customer-focused supportMentoringIncident managementRoot-cause analysisClear communication
Tech Stack:Cisco Contact CenterCUCMCVPICMPGsFinesseCUICIVRGatewaysCall routingMedia flowRTMTWiresharkLog analysisTrace analysis utilitiesAI-assisted diagnosticsAutomationCloud infrastructureAPIsCursor

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
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Glassdoor: 4.0
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