Software Engineering Technical Leader

Cisco•Boxborough, MA

8d•$163,600 - $303,100•Onsite

About The Position

Cisco's Customer Care Business Unit (CCBU) helps enterprise contact centers run reliably and at scale. We manage the toughest technical issues for Cisco Contact Center solutions, working side by side with TAC, engineering, and global operations to solve problems customers can't solve on their own. Our team brings together support engineers, voice specialists, network specialists, and application professionals, with 24/7 coverage around the world. We care about doing careful technical work, sharing what we know, and getting a little better every day. We're leaning into new ground — AI-assisted diagnostics, automation, and cloud. Join us and you'll work on the customer issues that matter most, help frontline teams resolve problems without waiting on development, and shape where our product and operations go next.

Requirements

Bachelor's + 8 years of experience in Computer Science, Information Technology, Engineering, or a related field - or Master's + 6 years
Experience with Cisco Contact Center technologies: 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 with diagnostic tools such as RTMT, Wireshark, log analysis, and trace analysis utilities

Nice To Haves

Experience supporting large, always-on Cisco Contact Center Enterprise deployments
Familiarity with AI-enabled contact center features and assistive coding tools like Cursor or GitHub Copilot
Knowledge of cloud infrastructure, automation frameworks, APIs, and how AI fits into contact center environments
Experience helping new technology land smoothly, especially cloud-integrated or AI-supported rollouts
A track record of caring for customer relationships, plus clear writing and speaking
An eye for spotting operational risk early and recommending fixes before problems grow

Responsibilities

Restore service quickly by isolating and resolving critical problems in high-stakes environments
Guide P1/P2 incidents from start to finish, coordinating teams and keeping everyone informed during outages
Dig into diagnostic data with tools like RTMT and Wireshark to find root causes faster
Partner with TAC, engineering, and global support to smooth out how we work
Mentor newer engineers and share what you learn
Help roll out and steady new AI-supported contact center capabilities
May be required to participate in an on-call rotation.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
Cisco restricted stock units
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year (non-exempt)
flexible vacation time off program (exempt)
80 hours of sick time off provided on hire date and each January 1st thereafter
up to 80 hours of unused sick time carried forward
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
annual bonuses (for non-sales roles)
performance-based incentive pay (for sales roles)