What You'll Do

The Customer Experience team at Cisco is a team of world-class specialists whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, growing customer satisfaction metrics, industry recognition, and employee happiness scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be vast, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

Cisco Managed Services (CMS) group seeks a experienced Collaboration Engineer with expertise in Cisco Networking Technologies. As a Technical Consulting Engineer in our extraordinary team you will gain real-world experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

Who You'll Work With

Our team of highly skilled, multifaceted, diverse, and hard-working engineers go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is our motto.

The team a diverse mix of engineers with varying years of experience in and out of Cisco. We are specialized in technologies and solutions, everyone brings tremendous value to the table. Our team has global presence located in half a dozen countries around the globe.

The team supports a global financial customer. As a member of the team, you will support a global network operating in 58 countries.

Who You Are

The ideal candidates will have experience in a Network Operations Center (NOC) or Technical Assistance Center (TAC). Candidate must possess an array of technical skills equivalent to a CCNP level, outstanding customer skills and a very strong desire to learn and develop technically. Understanding of routing, switching and collaboration technologies is required.

Responsibilities include:

• Ability to analyze, configure and fix large complex networks with mixed media and protocols.
• Effectively utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design.
• Provide remote troubleshooting support to resolve collaboration related issues
• Follow-through on all UC Incident tickets assigned to Level 2 bin and their resolution; move complex issues from Level 1 to Level 2 bin
• Engage peer technical teams in Cisco Professional Services and TAC for assistance on RMAs and complex issue support
• Coordinate field services as needed for onsite support
• Follow the defined communication procedures for incident updates
• Strictly adhere to processes to update the tickets with relevant and accurate notes
• Priority support for identified key customer employees and critical issues
• Effectively work with customer and peer teams to resolve major customer issues.
• Commit to continuous learning, results orientation and teamwork.
• Sharing of information and communication with team members to improve team effectiveness.

Skill Required

• Knowledge of routing and switching technologies (including experience dealing with carriers).
• Knowledge of Cisco Call Manager, IP telephony, collaboration, and video technologies
• BS in a technical field (IT/CS/EE) or equivalent plus 3+ years related experience.

Desired skills

• Cisco Associate Level Certification.
• Able to resolve problems and deliver solutions with a high level of customer satisfaction.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Ability to function effectively in ambiguous circumstances.
• Crisis management skills
• Planning, prioritization and organization skills.

Why cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (39 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

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

#CollabFY25

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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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.