Senior Technical Operations Manager

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extended and expected to close on 09 / 09 / 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 fundamental 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 seamless and reliable service delivery.

Learn more about our Contact Center solutions here : http : / / cs.co / contactcenter

What You'll Do

You will lead and empower an infrastructure operations team responsible for a wide range of infrastructure and technologies that support our customers and their business.

• Lead daily operational activities to ensure efficiency and timely resolution of issues.
• Develop, implement and continually improve operational policies and procedures.
• Build and lead teams responsible for surveilling and resolving issues across internal and customer infrastructure.
• Lead, mentor and develop highly functioning infrastructure operations teams.

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

A seasoned operations leader with experience in large sophisticated infrastructure deployments. Experience with building and operating global NOCs, 24 / 7 break-fix teams and pro-active engineering groups.

Minimum Qualifications :

• Bachelor's degree in Computer Science or Business or related years of experience
• 5+ years of experience in a leadership role within IT operations, cloud environments, data centers, or managed service provider settings

Preferred Qualifications :

• At a minimum, 8 years in an IT Operations Lead or Management role with a record of consistent and predictable execution.
• Understanding of Webex Contact Center; Experience with IVR development
• Good understanding and experience with call flows; Experience with Calabrio Call recording and WFM
• Understanding of call dispositions & retry results
• Desire to work with a collaborative team to tackle business problems
• Good understanding of contact center technologies, including IVR, ACD, call routing, and telephony systems

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 traveling 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 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 otherwise.

We tackle whatever challenges come our way. We have each other's backs, we recognize 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