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.
Strong expertise in Cisco Contact Center solutions, including architecture, design, deployment, and implementation of platforms such as Cisco Unified Contact Center Enterprise (UCCE), Intelligent Contact Management (ICM), Customer Voice Portal (CVP), Cisco Unified Customer Voice Portal (CVP), Cisco Unified Communications Manager (CUCM), Cisco Finesse, and Cisco Unified Border Element (CUBE).
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.
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This role requires a self-motivated, flexible leader capable of balancing multiple complex projects simultaneously while driving AI-led transformation.
Connect with Cisco internal teams, customers, and partners across functions to achieve significant business results and project success.
Drive the quality, efficiency, and effectiveness of CX functions through AI-integrated processes and digitized delivery.
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This role requires a self-motivated, flexible leader capable of balancing multiple complex projects simultaneously while driving AI-led transformation.
Connect with Cisco internal teams, customers, and partners across functions to achieve significant business results and project success.
Drive the quality, efficiency, and effectiveness of CX functions through AI-integrated processes and digitized delivery.
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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.
Strong expertise in Cisco Contact Center solutions, including architecture, design, deployment, and implementation of platforms such as Cisco Unified Contact Center Enterprise (UCCE), Intelligent Contact Management (ICM), Customer Voice Portal (CVP), Cisco Unified Customer Voice Portal (CVP), Cisco Unified Communications Manager (CUCM), Cisco Finesse, and Cisco Unified Border Element (CUBE).
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.
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Works with customers along with appropriate internal and external resources (e.g. Cisco account teams, partners) on the strategy/deployment/optimization of Cisco services and solutions
Takes responsibility of task/project implementation for assigned customer engagements
Handles provisioning of phones, sites, and create and modifies dial-plan.
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Independently execute, deployment, migration, and optimization activities of robust service provider for strategic customers.
Create customer-facing documentation, migration plans, and implementation plans aligned to CX standards; build complex test environments to validate designs.
Engage in customer solution discussions — connecting proposed solutions to business priorities
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Experience: 8+ years of relevant experience in technical lifecycle services, including the planning, design, implementation, and optimization of Mobile Wireless Solutions.
Core Technology: Proficient technical knowledge of 4G/5G mobile packet core architectures and nodes (such as S-GW, P-GW, MME, GGSN, ePDG, or 5G Core functions like SMF/UPF/AMF).
Standards & Flows: Solid understanding of 3GPP standards, 4G/5G mobile architectures, and associated end-to-end protocol call flows.
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Independently execute, deployment, migration, and optimization activities of robust service provider for strategic customers.
Create customer-facing documentation, migration plans, and implementation plans aligned to CX standards; build complex test environments to validate designs.
Engage in customer solution discussions — connecting proposed solutions to business priorities
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Engages with customers to create value and deliver outcomes, adoption, and renewals. Proactively collaborates cross-functionally teams to ensure a unified customer experience across the lifecycle
Provide Day-2 support on Cisco products and solutions for customers, leveraging technical expertise, AI and automation, strategic guidance, and innovative solutions to ensure optimal performance and customer satisfaction
Serves as a focal point for proactive problem resolution, providing timely support across Cisco technologies
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Independently execute, deployment, migration, and optimization activities of robust service provider for strategic customers.
Create customer-facing documentation, migration plans, and implementation plans aligned to CX standards; build complex test environments to validate designs.
Engage in customer solution discussions — connecting proposed solutions to business priorities
...
Experience: 8+ years of relevant experience in technical lifecycle services, including the planning, design, implementation, and optimization of Mobile Wireless Solutions.
Core Technology: Proficient technical knowledge of 4G/5G mobile packet core architectures and nodes (such as S-GW, P-GW, MME, GGSN, ePDG, or 5G Core functions like SMF/UPF/AMF).
Standards & Flows: Solid understanding of 3GPP standards, 4G/5G mobile architectures, and associated end-to-end protocol call flows.
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Bachelor's degree in Computer Science or equivalent, with 8–12 years of relevant experience in customer-facing technical consulting, pre-sales, and/or service delivery roles
Deep knowledge of L2/L3 networking protocols and technologies (vPC, STP, HSRP, OSPF, EIGRP, BGP) with strong hands-on Nexus 2K/5K/7K/9K platform experience
Lead& drive technology design, implementation, execution, and/or optimization for projects/accounts to accelerate customer outcomes.
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Bachelor's degree in Computer Science or equivalent, with 8–12 years of relevant experience in customer-facing technical consulting, pre-sales, and/or service delivery roles
Deep knowledge of L2/L3 networking protocols and technologies (vPC, STP, HSRP, OSPF, EIGRP, BGP) with strong hands-on Nexus 2K/5K/7K/9K platform experience
Lead & drive technology design, implementation, execution, and/or optimization for projects/accounts to accelerate customer outcomes.
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Act as a strategic partner to executive leadership and key customer stakeholders, translating complex technical delivery into compelling business value propositions
Institutionalize next-generation project management methodologies, fostering a culture of AI-fluency and innovation under Cisco's PMO framework
Drive predictive delivery by leveraging AI-driven insights to proactively manage project lifecycles,, identifyingand mitigating risks before they impact any constraints.
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Lead end-to-end strategy, deployment, and optimization of sophisticated multi-domain solutions across SD-Access, SD-WAN, and Routing& Switching for strategic customers.
Review and approve designs and deliverables, including guidance to customer hardware/software roadmaps, embedding Resilience and Security by Design.
Integrate AI, automation, and AIOps into delivery practices; handle the team's knowledge repository, playbooks, and reusable IP.
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Lead end-to-end strategy, deployment, and optimization of sophisticated multi-domain solutions across SD-Access, SD-WAN, and Routing & Switching for strategic customers.
Review and approve designs and deliverables, including guidance to customer hardware/software roadmaps, embedding Resilience and Security by Design.
Integrate AI, automation, and AIOps into delivery practices; handle the team's knowledge repository, playbooks, and reusable IP.
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Lead end-to-end strategy, deployment, and optimization of sophisticated multi-domain solutions across SD-Access, SD-WAN, and Routing & Switching for strategic customers.
Review and approve designs and deliverables, including guidance to customer hardware/software roadmaps, embedding Resilience and Security by Design.
Integrate AI, automation, and AIOps into delivery practices; handle the team's knowledge repository, playbooks, and reusable IP.
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