Cisco

Software Engineering Technical Leader

Cisco$163K — $234K *
US-AnywhereRemote in Boxborough, MA
Telecommunications & Hardware
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 8+ years or Master's degree with 6+ years in related fields
  • Proficiency in Cisco Contact Center technologies like CUCM, CVP, and ICM
  • Track record in Tier 3 support within large enterprise contact center setups
  • Experience managing P1/P2 critical incidents in SLA-driven environments
  • Adept with diagnostic tools: RTMT, Wireshark, and log/trace analysis.

Responsibilities

  • Restore service by quickly resolving critical issues in high-pressure situations
  • Lead P1/P2 incident management from start to finish, ensuring team coordination and communication
  • Analyze diagnostic data using RTMT and Wireshark to expedite root cause identification
  • Collaborate with TAC, engineering, and global support to improve operational workflows
  • Mentor junior engineers and disseminate knowledge within the team
  • Assist in the rollout of AI-enhanced contact center functionalities
  • Participate in on-call rotation as necessary.

Benefits

  • Flexible working arrangements to promote work-life balance
  • Access to continuous learning and professional development opportunities
  • Collaboration with a diverse team across the globe
  • Active involvement in cutting-edge AI and cloud initiatives
  • Opportunity to contribute to impactful customer solutions.
Full Job Description
The application window is expected to close on: 09/01/2026
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Meet the Team

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. And 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.

Your Impact

As a Tier 3 Escalation Engineer, you'll be the go-to technical resource for the hardest Cisco Contact Center Enterprise issues - voice routing, IVR, Finesse, CUIC, CVP, ICM, and the integration layers that tie them together. Day to day, you will:
  • 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.
Minimum Qualifications
  • 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
Preferred Qualifications
  • 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


About Cisco

Cisco Careers

Join the vibrant team at Cisco, a global leader in networking and cybersecurity solutions, where innovation and leadership thrive. Cisco offers a plethora of job opportunities that cater to a range of skills and experiences, making it an ideal place for both seasoned professionals and those seeking an internship to jumpstart their career. Work You’ll Do At Cisco, you’ll be part of a culture that values diversity, leadership, and professional growth. Engage in work that matters with a team that combines technology, creativity, and the power of human connection to redefine networking. Cisco’s commitment to innovation isn’t just about technology, but also about transforming the way we work and collaborate. Cisco’s employment philosophy supports career advancement and nurtures a leadership pipeline that is equipped with diversity training and opportunities for growth. Whether you’re applying your skills to drive our latest innovations or using our vast networking capabilities to solve complex problems, at Cisco, every role is impactful. Join Our Dynamic Team Explore job opportunities in areas ranging from engineering to marketing, sales to cybersecurity. Cisco is hiring individuals who are passionate, curious, and ready to drive change. Positions at Cisco offer competitive benefits, a supportive culture, and the chance to work with cutting-edge technology. Internship Programs Kickstart your career with a Cisco internship. Gain invaluable industry experience, enhance your resume, and build professional networks that last a lifetime. Our internships provide hands-on experience and the chance to work on projects that matter. Leadership and Development Cisco is committed to fostering leadership skills and providing employees with the training needed to succeed. Our leadership programs help you develop new skills, manage teams effectively, and lead with confidence. Cisco’s commitment to professional development ensures that your career path is as dynamic as our technologies. Benefits and Culture Cisco understands the importance of a balanced life. Our benefits package is designed to ensure that our team members are healthy, happy, and secure. At Cisco, you’ll find a supportive culture that encourages open communication, teamwork, and mutual respect. Stay Connected Join Cisco’s Talent Network Stay informed about new positions that match your skills and interests. At Cisco, we value the curiosity and unique perspectives of our team members. Subscribe to receive personalized job alerts and insider tips directly from our hiring managers. Explore Cisco Jobs Ready to advance your career at Cisco? Search open positions, prepare your resume, and get ready for an interview that could lead to your next big opportunity. At Cisco, we’re not just filling positions—we’re investing in leaders. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Cisco.
Learn more about Cisco
Size
79,500 employees
Market Cap
$194.5 billion
Industry
Net Income
$10.1 billion
Founded
2014
5 Year Trend
+1.4%
Revenue
$48 billion
NASDAQ

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