Software Engineering Technical Leader
$163,600–$234,600 year
On-siteBoxborough, Massachusetts, United States
Job Summary
Restore service quickly by isolating and resolving critical problems in high-stakes Cisco Contact Center environments, guiding P1/P2 incidents from start to finish. Dig into diagnostic data using tools like RTMT and Wireshark to find root causes, then partner with TAC, engineering, and global support to smooth operations. Mentor newer engineers and share technical knowledge while helping roll out AI-supported contact center capabilities. You may participate in an on-call rotation. This role supports the Customer Care Business Unit, which manages tough technical issues for enterprise contact center solutions working side by side with TAC and global operations.
Required Qualifications
- Bachelor's + 8 years of experience in Computer Science, Information Technology, Engineering, or a related field
- 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
Desired 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
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