The application window is expected to close on: 09/01/2026Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.
Meet the Team
Cisco's Customer Care Business Unit (CCBU) helps enterprise contact centers run reliably and at scale. We manage the toughest technical issues for Cisco Contact Center solutions, working side by side with TAC, engineering, and global operations to solve problems customers can't solve on their own.
Our team brings together support engineers, voice specialists, network specialists, and application professionals, with 24/7 coverage around the world. We care about doing careful technical work, sharing what we know, and getting a little better every day. And we're leaning into new ground — AI-assisted diagnostics, automation, and cloud.
Join us and you'll work on the customer issues that matter most, help frontline teams resolve problems without waiting on development, and shape where our product and operations go next.
Your Impact
As a Tier 3 Escalation Engineer, you'll be the go-to technical resource for the hardest Cisco Contact Center Enterprise issues - voice routing, IVR, Finesse, CUIC, CVP, ICM, and the integration layers that tie them together. Day to day, you will:
- Restore service quickly by isolating and resolving critical problems in high-stakes environments
- Guide P1/P2 incidents from start to finish, coordinating teams and keeping everyone informed during outages
- Dig into diagnostic data with tools like RTMT and Wireshark to find root causes faster
- Partner with TAC, engineering, and global support to smooth out how we work
- Mentor newer engineers and share what you learn
- Help roll out and steady new AI-supported contact center capabilities
- May be required to participate in an on-call rotation.
Minimum Qualifications
- Bachelor's + 8 years of experience in Computer Science, Information Technology, Engineering, or a related field - or Master's + 6 years
- Experience with Cisco Contact Center technologies: CUCM, CVP, ICM, PGs, Finesse, CUIC, IVR, gateways, call routing, and media flow
- Background as a Tier 3 or advanced support resource in large enterprise contact center environments
- Experience handling P1/P2 critical incidents in SLA-driven support settings
- Experience with diagnostic tools such as RTMT, Wireshark, log analysis, and trace analysis utilities
Preferred Qualifications
- Experience supporting large, always-on Cisco Contact Center Enterprise deployments
- Familiarity with AI-enabled contact center features and assistive coding tools like Cursor or GitHub Copilot
- Knowledge of cloud infrastructure, automation frameworks, APIs, and how AI fits into contact center environments
- Experience helping new technology land smoothly, especially cloud-integrated or AI-supported rollouts
- A track record of caring for customer relationships, plus clear writing and speaking
- An eye for spotting operational risk early and recommending fixes before problems grow
Why Cisco?
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.
Message to applicants applying to work in the U.S. and/or Canada:
The starting salary range posted for this position is $163,600.00 to $234,600.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
- 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
- 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
- Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
- Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
- 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. 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 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$183,800.00 - $303,100.00
Non-Metro New York state& Washington state:
$163,600.00 - $269,800.00
- For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.
