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Overview

At Cisco, the IT Workforce Collaboration (ITWfC) team is dedicated to delivering an exceptional workplace experience — enabling our people to collaborate, innovate, and perform at their best. Our Collaboration Services group leads with Cisco’s cutting‑edge technologies, powering the future of work through Webex Messaging, Meetings, and Video Collaboration Devices.

Responsibilities

• Act as a technical escalation point for complex issues impacting collaboration services and endpoint technologies.
• Participate in global enterprise projects focused on collaboration technology rollouts, upgrades, and service improvements, including those leveraging AI for enhanced user experience, predictive maintenance, or operational efficiency.
• Support the deployment, configuration, and management of Webex devices.
• Troubleshoot and resolve issues across Webex applications, collaboration endpoints, and supporting network components (firewalls, VPN, Wi‑Fi, VLANs), contributing to the improvement of diagnostic tools and processes, potentially through AI‑driven insights.
• Collaborate with engineering, product teams, and vendors to ensure high availability and quality of collaboration experiences, exploring innovative solutions for system optimization and automation.
• Assist with new product introduction (NPI) validation, feature enablement, and user acceptance testing (UAT) for new solutions, with an eye toward integrating emerging technologies like AI to improve functionality or security.
• Participate in an on‑call rotation to provide 24×7 Tier 2/3 coverage for critical incidents.
• Document solutions, technical designs, troubleshooting guides, and contribute to operational best practices.

Qualifications

• Customer‑obsessed, energetic, and passionate about delivering a world‑class experience.
• Skilled at solving complex problems and owning outcomes from start to finish.
• Comfortable operating in a fast‑paced, agile environment with global teams.
• Strong communicator — able to explain technical issues to both technical and non‑technical audiences clearly.
• Lifelong learner — excited to grow skills in emerging technologies like AI‑enhanced collaboration and cloud‑native solutions.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience.
• 3–5 years of IT experience supporting enterprise collaboration environments.
• Solid hands‑on experience supporting Cisco Webex Meetings, Messaging, Control Hub, and Video Devices.
• Understanding of collaboration back‑end systems (CUCM, Expressway, CUBE, WbxCalling, a plus) and IP telephony fundamentals.
• Strong troubleshooting skills across collaboration platforms and supporting network layers (firewalls, VPN, VLANs, Wi‑Fi).
• Hands‑on experience with Unix/Linux console commands for troubleshooting.
• Experience with enterprise ticketing systems (e.g., ServiceNow) and Agile tools (e.g., Jira).
• Strong documentation skills — ability to create and maintain clear and concise technical content.
• Willingness to participate in an on‑call rotation, including some weekends.
• Preferred: Cisco certifications (CCNA Collaboration, CCNP Collaboration, or equivalent).
• Preferred: Experience supporting high‑visibility users (executives, critical incident handling).
• Preferred: Familiarity with Agile or DevOps practices.
• Preferred: Experience with telemetry, analytics, and reporting tools (e.g., Webex Control Hub advanced analytics, ThousandEyes).
• Preferred: Project experience (global deployments, technology pilots, or major upgrades).
• Preferred: Strong experience with Dev and/or AI Ops, contributing to the development and operationalization of AI‑driven solutions or tools.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Software Development