Developer - Customer Experience - Backend

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  • Location:
    Bangalore, India
  • Alternate Location
    Hyderabad, India
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Collaboration
  • Job Id
    1440064

Meet the Team

Have you ever had a poor customer experience and thought of a million ways in which it could be improved? Have you ever empathized with those whose job it is to deliver customer experience and imagined how, if properly empowered and motivated, the overall service delivery experience could be better? If so, we want to talk.

In the Cisco Contact Center group, we are passionate about delivering amazing experiences to both customers and employees. We believe software can truly change the world and how it gives and receives customer service and it is our mission to be the leader in this space. To enable this vision, we are looking for passionate, smart, and motivated Software Engineer to join our team

 

Your Impact

  • Design, develop and maintain the Enterprise Contact Center product that makes up the core of the Customer Journey for Premise and Cloud platform (Hybrid).
  • Translate product ideas into technically feasible stories
  • Be the technical expert of the product - Own the product from the technical angle, covering all aspects of architecture, design, development and validation practices
  • Build scalable, reliable software system and features which are modular, testable and easily maintainable.
  • Optimize application performance, focusing on speed and scalability
  • Own what you build – providing end-to-end automation, quality assurance
  • Design and Develop considering seamless User Experience in mind.
  • Envision, Design and Develop the product/features considering how positively the product can impact the lives of people
  • Roll out features dynamically
  • Adherence to CI/CD pipeline

 Minimum Qualifications

  • A Bachelors or Masters degree in Computer Science or equivalent work experience in a field utilizing the same subject matter
  • 10-15 years of experience designing, coding, implementation and testing highly available and scalable applications.
  • Ability to analyze complex problems and develop effective solutions
  • Strong analytical skills to evaluate system performance and identify areas for improvement.
  • Ability to clearly communicate technical concepts to both technical and non-technical stakeholders.
  • Programming expertise in Java, JavaScript, Python, Perl
  • Expert in server-side application development in Java (OR) Experience in Automation frameworks, creating stable Automation frameworks & scripts. Tomcat knowledge is added advantage
  • Experience in building, testing, and consuming APIs
  • Experience in operating environments - Windows/Linux
  • Experience with design patterns
  • Experience with databases: relational, analytical, columnar, document-oriented, et cetera; MS SQL knowledge a plus
  • Experience with Git source control and building/maintaining Continuous Integration and Delivery pipelines; Jenkins experience a plus.
  • Familiarity with telephony and media technologies such as SIP is considered a plus
  • Experience with RESTful APIs
  • Experience working in an Agile/Scrum-inspired delivery methodology 

Preferred Qualifications

  • Familiarity and experience with machine learning algorithms and techniques; ML application delivery experience a plus. AI development tools (GitHub copilot, etc.), AI tools and initiatives are preferred

Whom you will work with

  • Product Managers who will help you know our customers and partners so you can deliver solutions that meet their needs and wants.
  • Engineering Managers who will enable you to focus on doing what you love: delivering great software; they will also be your coach and guide on this exciting stage of your career journey.
  • Technical Architects who will play a  hands-on role in helping you design, develop, and operate with the best practices, patterns the industry has to offer..

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!   

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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