1+ months

Solution Support Engineer Artificial Intelligence (AI) for Contact Center

Cisco Systems Inc.
Boxborough, MA 01719

Cisco is a #1 global leader in the Contact Center technology and provides best-in-class solution that redefines customer experience. Cisco Contact Center portfolio uses Artificial Intelligence, Collaboration and Experience management tools to transform agent and customer experiences, Augment contact center performance and Improve business outcomes. Cisco is in the forefront of the industry transition to cloud and AI and is helping customers realize business value and outcomes using solutions in the Contact Center portfolio.

What Youll Do

  • Solution Support Engineer that is AI focused and a technical expert that can handle complex issues and drive them to resolution.
  • Engage with partners, customers, Cisco global TAC, engineering, product management, OEM Partners and third-party vendors to ensure resolution to product issues and to enable customer satisfaction.
  • Provide Tier 3 support to Cisco Global TAC on Highly Complex issues that are escalated into the Business Unit
  • Handle complex issues related to integration with Google CCAI, Voicea AI and other AI solutions and own until resolution
  • As a technical expert your knowledge and expertise on Artificial Intelligence (AI) capabilities with Cisco Contact Center products will allow you to troubleshoot/debug problems faced by Customers
  • Develop tools and techniques that can help reduce Mean Time To Resolution (MTTR) and drive customer success
  • Ensure right level of communication is delivered to Customers, Partners and Internal stakeholders
  • Provide updates to Executives on issues which have significant customer business impact as you continue to drive those issues towards resolution
  • Follow standard procedures and escalate issues to the Engineering teams or Product management when required
  • Engage as a facilitator when Critical or Major incidents are reported on the platform
  • Help develop Knowledge Base for customers and internal teams
  • Develop and maintain deep product and application knowledge

Desired Profile:

  • 5+ years of proven experience working as a Software or Support Engineer on ACD, IVR, Contact Center or equivalent
  • Strong understanding and experience in the field of AI and related features like Google Dialogflow, Virtual Agent, Agent Assist etc.
  • Strong analytical skills, and demonstrated ability to turn detailed data analysis into useful insights
  • Experience in cloud computing environment in a customer-facing role
  • Experience in data and information management as it relates to big data trends and issues within businesses
  • Experience in machine learning solutions and leveraging specific machine learning architectures is helpful
  • Experience with big data and machine learning frameworks
  • Experience in Python
  • Experience in delivering technical presentations to cross-functional teams such as Engineering, Product Management and Customer Experience
  • Ability to learn, understand and work quickly with new emerging technologies, methodologies and solutions
  • Ability to collaborate well with a diverse group internally as well as external vendors on a regular basis
  • Excellent written and verbal communication, listening, negotiation and presentation skills.
  • Flexibility to work across Time Zones if situation demands

Nice to have skills:

  • AWS or GCP Solution Architect Certification
  • Experience with Docker and/or Kubernetes

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.




    Posted: 2020-07-01 Expires: 2020-08-07

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    Solution Support Engineer Artificial Intelligence (AI) for Contact Center

    Cisco Systems Inc.
    Boxborough, MA 01719

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