Cloud Contact Center Engineer
Location:San Francisco, California, US
Area of InterestEngineer - Software
Technology InterestBig Data, Analytics, Cloud and Data Center, Networking, Software Development, Testing
At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products, and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.
Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.
We are looking for a Cloud Contact-Center Engineer to deliver a reliable and feature-rich cloud contact center architecture that will improve the lives of our Support Team. This will entail focusing on our global Vonage voice and omni-channel infrastructure and its robust integration into our Salesforce Service Cloud implementation. You will partner with our Support Software Development teams, directly feeling the positive impact that your projects have on our users.
A typical work week might consist of:
Investigating a new tool to perform global call recording analysis and unearthing trends
Crafting a powerful dashboard from omnichannel data that shines new light on the state of our team’s customer-facing interactions
Supporting the stability of our voice infrastructure by enacting well-planned changes to our call routing plan
40% Strategic Projects
Lead high-impact projects that improve day-to-day operations and underpin long-term strategy for Support
Build resilient, cloud-first infrastructure and integrations that connect customers to team members with the best skills to assist
Design flexible omnichannel (case, call, chat) interfaces that reduce the effort for both our customers and internal teams
40% Operational Support and Insights
Create reports and dashboards to understand and alert on key team and system metrics (e.g. a per-agent real-time dashboard of omnichannel interactions.)
Anticipate scalability concerns and provide actionable suggestions to leadership on future organization and process design
Test and execute well-coordinated changes to phone infrastructure and associated call plans
Drive quality as the subject-matter guide for data in our phone and related CRM systems and integrations
Find opportunities to automate monitoring, reporting, and alerting across our platforms
20% Professional Development
Stay proficient in our internal Salesforce and Data Infrastructure ecosystems
Explore new tools and standard methodologies within Voice and Software Engineering
Proven experience designing, implementing and supporting cloud-hosted contact centers
hands-on experience with IVRs, call & dial plans, ACD queues, SIP, etc.
expertise with omnichannel (call, email, chat, etc.) systems and skills-based routing is a must
Proven experience working with voice-related platform integrations:
CRM (Salesforce, Zendesk, etc.) WebRTC/CTI APIs & integrations
Relevant Salesforce certifications and/or Trailhead badges are a big plus
Call recording and workforce management/optimization APIs & integrations
Understanding of customer service methodologies and key contact center metrics
Delivery of documentation and training to individual contributors and managers as part of past projects
Proven work examples of hardware & software evaluation, selection, deployment, support, and ongoing vendor management
Understanding of the contact center market landscape and the major vendor solutions
Familiarity with design thinking, customer journeys, and current best practices in customer experience
Bachelor's degree in Computer Science, Information Technology or related technical field
Meraki is based in the Mission Bay area of San Francisco, less than a 5-minute walk from the Chase Center and with beautiful views of the Oracle Ballpark and the Bay beyond. You will have access to an onsite gym, multiple kitchens stocked with high-quality snacks, a coffee bar, catered lunches every single day, and a generous benefits package.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.