Software Technical Support Engineering - Customer Experience

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  • Location:
    Dallas, Texas, US
  • Alternate Location
    Boston, MA
  • Area of Interest
    Engineer - Software
  • Compensation Range
    121700 USD - 168700 USD
  • Job Type
    Professional
  • Technology Interest
    Collaboration
  • Job Id
    1439906

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.

We the Webex Customer Experience group,  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

 

What You’ll Be Doing

  • Maintain and support the Enterprise Contact Center product that makes up the core of the Customer Journey for Premise and Cloud platform (Hybrid).
  • Be the technical expert of the product
  • Resolve production incidents asap. Apply learnings from RCAs
  • Enable recovery of services as first step, followed by Root cause analysis, resolution and steps to prevent the issue from happening
  • Envision Serviceability gaps, provide inputs to plug gaps, implement the gaps to make the product more resilient and reliable
  • Enable Roll out of features seamlessly
  • Effective Communication and stake holder management
  • Clear and constant updates to stake holders on progress

 

Who You’ll Work With

  • 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/Leads/Engineers who will play a hands-on role in helping you design, develop, and operate with the best practices, patterns the industry has to offer.

 

Who You Are

 

  • A Bachelors or Masters degree in Computer Science or equivalent work experience in a field utilizing the same subject matter
  • 5-8 years of experience in Product support, design, coding of highly available and scalable applications.
  • Ability to analyse complex problems and ensure service restoration at the shortest time possible, look at Root cause to identify and fix the problem or prevent it from happening
  • 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
  • Expert in server side application support - Java, Tomcat, Web applications etc.
  • Experience in testing, and consuming APIs
  • Experience in operating environments - Windows/Linux
  • 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 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
  • Experience with RESTful APIs
  • Experience working in an Agile/Scrum-inspired delivery methodology

 

The application window is expected to close on: 30-Apr-2025

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

 

#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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