The application window is expected to close on 10 / 15 / 2024.
We are a dynamic operational team within the Webex Cloud Infrastructure Platform, dedicated to the daily operation of the Webex Contact Center Enterprise product suite.
Operational Excellence is critical to our mission, as we design, build, and maintain dedicated instances of Contact Center infrastructure for Enterprise customers across the globe.
We serve as a crucial bridge between our Partners and Customers and our Engineering and Product teams, ensuring flawless and reliable service delivery.
- Learn more about our Contact Center solutions here : style "line-height : ; font-family : Aptos, sans-serif; font-size : medium;
- font-weight : 400; text-align : start; color : rgb(0, 0, 0); margin : 0in 0in 8pt; font-style : normal; letter-spacing : normal;
text-decoration : none; text-indent : 0px; text-transform : none; white-space : normal; word-spacing : 0px; -webkit-text-stroke-width : 0px;">
What You'll Do
You will lead a team of engineers supporting the applications and infrastructure that provides DI services to our customers.
This will include but is not limited to :
Issue Management : Act as an escalation point for our customers, partners, and internal team members during high profile or repeated issues.
Build and drive action plans related to operational success
Service Stability : Be accountable for SLI and SLOs describing service health, including availability, time to restore, time to detect, etc.
Lead overall monitoring and detection strategy within the service
Lead a multi-tier team of dedicated engineers, proactively and reactively resolving customer issues, prioritizing daily work and driving project and incident response work
Who You'll Work With
You will work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco.
We are Innovators, we drive innovation to propel employee business transformation while maintaining operational quality.
We are Accelerators, we accelerate digital solutions to generate cost savings and efficiency gains for enterprise growth and success.
We are Transformers, as Workforce Collaboration, we transform the employee experience by being our own customer first with agility, quality, and security, we continuously deliver business.
Who You Are
The ideal candidate possesses outstanding project management, communication, and technical skills. You have the perfect mix of technical expertise with the Collaboration portfolio, and an outstanding ability to deal with critical customers in the most frustrating of situations.
Project planning, implementation, and tracking are a must as we often work through both collaboration expansion and service improvement plans for customers affected by systemic issues.
You will also have the ability to work cross-functionally; networking with engineers, leadership, account teams, support, sales teams, and customer success to ensure the customer issues are resolved holistically.
Minimum Qualifications
- BS / BA degree or equivalent degree or 7+ years related customer support experience or project management experience
- 5 + years experience debugging SIP interoperability issues by analyzing CUCM and CUBE logs
- 5 + years of work experience with on-premises collaboration technology architecture standard processes, including CUCM, CMS, VCS, TMS
Preferred Qualifications
- Deep technical expertise in Webex Calling technologies
- Experience with ITSM and monitoring platforms
- Experience with Software Development and Agile practices
Unified Calling Operations Manager - WxCCE (Remote)
Deep technical expertise in Webex Calling technologies. We're helping businesses of all shapes and sizes 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 ...
Unified Calling Operations Manager - WxCCE (Remote)
Deep technical expertise in Webex Calling technologies. We're helping businesses of all shapes and sizes 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 ...
Senior Manager Dedicated Instance Operations - WxCCE (Remote)
The Webex Calling Dedicated Instance (DI) Operations team is a seeking a Leader to manage continued operational excellence within our product portfolio. The Webex Infrastructure Platform Team supports multiple Cloud Collaboration products under the Webex BU and you'll be joining the Calling Dedicate...
Senior Manager Dedicated Instance Operations - WxCCE (Remote)
The Webex Calling Dedicated Instance (DI) Operations team is a seeking a Leader to manage continued operational excellence within our product portfolio. The Webex Infrastructure Platform Team supports multiple Cloud Collaboration products under the Webex BU and you'll be joining the Calling Dedicate...
Unified Calling Operations Manager - WxCCE (Remote).
Deep technical expertise in Webex Calling technologies. ...
Manager Security Operations and Engineering - Remote US
This role will be responsible for developing and executing the overall security operations strategy, managing security engineering projects, and overseeing day-to-day security operations focused on monitoring, detecting, analyzing, and responding to cybersecurity threats. Reporting directly to the G...
Senior Manager Dedicated Instance Operations - WxCCE (Remote).
The Webex Calling Dedicated Instance (DI) Operations team is a seeking a Leader to manage continued operational excellence within our product portfolio. The Webex Infrastructure Platform Team supports multiple Cloud Collaboration products under the Webex BU and you'll be joining the Calling Dedicate...
Senior Manager Network Security Software Engineering and Operations (REMOTE)
As our Senior Manageryou will be at the forefront of our modernization strategy of our Data Center in Hybrid Cloud architecture, responsible for network design, automation and operations of high-qualitysecurity solutions utilizingnext-gen distributed Firewall, software Load balancers and appliances ...
IT Manager - Device Operations (Remote)
Qualifications Bachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering Skill(s): Previous leadership for te...
Senior First Line Risk Manager-Enterprise Operations (Remote)
This role is responsible for supporting the Deposit & Payment Operations organization aligned within the Enterprise Operations division in management of risks and controls across all risk types, facilitating and/or monitoring execution of risk policies, procedures and/or program requirements, provid...