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Kuala Lumpur, Malaysia
Hybrid
The Customer Experience (CX) team is a group of outstanding technical guides whose main focus is delivering a world-class customer experience by solving the toughest business challenges with network-centric solutions. We accelerate customer and partner success through technology design, implementation, and optimization across a broad range of Cisco Collaboration and Contact Center technologies. Our team works closely with Cisco account teams, partners, and multi-functional groups to drive meaningful technology transitions and deliver measurable business outcomes. We are a high-performing, collaborative team with a strong culture of continuous learning, mentorship, and knowledge sharing. Our impact is reflected in strong financial results, industry recognition, and consistently high customer and employee satisfaction scores.
As a Consulting Engineer specializing in Collaboration Contact Center, you will serve as a trusted technical advisor, leading the design, implementation, and optimization of Cisco Contact Center solutions for enterprise and Service Provider environments. You will own end-to-end delivery of customer engagements, translating sophisticated business requirements into scalable solution architectures that drive measurable outcomes. Collaborate with customers and internal collaborators across pre-sales and delivery phases to align Cisco Collaboration solutions with customer goals and technology roadmaps. Act as the primary focal point for problem resolution, ensuring accurate and timely resolution of sophisticated issues across a broad range of Collaboration and Contact Center technologies. Develop and share delivery methodologies, documentation, and digital intellectual capital to continuously strengthen the broader consulting practice.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, with 8–12 years of experience in Cisco Contact Center technologies across Enterprise and Service Provider environments.
Strong expertise in Cisco Contact Center solutions, including architecture, design, deployment, and implementation of platforms such as Cisco Unified Contact Center Enterprise (UCCE), Intelligent Contact Management (ICM), Customer Voice Portal (CVP), Cisco Unified Customer Voice Portal (CVP), Cisco Unified Communications Manager (CUCM), Cisco Finesse, and Cisco Unified Border Element (CUBE).
Proven experience in designing and implementing Cisco Collaboration Contact Center components, including Agent Desktop, ICM scripting, CVP Call Studio scripting, and Contact Center reporting and analytics solutions.
In-depth understanding of telephony and call routing technologies, including SIP, H.323, MGCP, SCCP, ISDN PRI, QSIG, FXO, FXS, and POTS, with strong troubleshooting and integration capabilities.
Solid grasp of call flow design, routing strategies, and voice infrastructure protocols within large-scale enterprise contact center deployments.
Experience working with Cisco UCS infrastructure and VMware virtualization technologies, including vCenter, ESXi, and vSphere Client.
Solid grasp of TCP/IP networking fundamentals and supporting infrastructure services/protocols such as DHCP, DNS, TFTP, NTP, and LDAP.
Experience with Webex Contact Center (Webex CC), including solution planning, migration, deployment, and implementation activities.
Familiarity with AI-driven capabilities and integrations within UCCE, Webex Contact Center, and Webex Customer Experience solutions.
Professional-level Cisco certification (CCNP Collaboration or equivalent) or higher, with a commitment to continuous learning
Knowledge of Collaboration QoS design and implementation guidelines
Familiarity with software programmability, automation, orchestration, and/or virtualization technologies
Proven ability to mentor and guide junior engineers while acting as a trusted advisor to customers and internal collaborators
Experience contributing to digital intellectual capital such as automation scripts, delivery frameworks, or reusable technical assets
Fluency in Japanese is preferred to manage and support our customers in Japan
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.