Technical Leader - Customer Experience

Have you ever had a poor customer experience and thought of a million ways in which it could be improved? Have you ever empathized with those whose job it is to deliver customer experience and imagined how, if properly empowered and motivated, the overall service delivery experience could be better? If so, we want to talk.

We the Webex Customer Experience group, passionate about delivering amazing experiences to both customers and employees. We believe software can truly change the world and how it gives and receives customer service, and it is our mission to be the leader in this space. To enable this vision, we are looking for passionate, smart, and motivated Software Engineer to join our team.

• Develop complex software/services, from concept to deployment, ensuring they are completed on time, within budget, and meet quality and five 9's reliability standards.
• Work in a modern agile software engineering environment (with source code control, dev/stage/prod release cycle, extensive automated testing, and continuous deployment).
• Have end to end ownership of services, adhere to safe deployment practices, and operate with a DevOps mindset.
• Implement Services with Security, Reliability, Telemetry as first principles, avoid technical debt.
• Work closely with cross-functional teams, including Product Management, Principal Engineers, SRE, Platform to ensure that all aspects of architecture, design and dependencies are aligned.
• Actively participate in backlog grooming, design and code reviews.
• Identify and prioritize technical debt.
• Resolve production incidents asap. Apply learnings from RCAs.
• Provide technical guidance and leadership to other engineers and technical staff, ensuring they have the resources and support needed to complete their work.
• Participate in the design and development of new products and systems, ensuring they meet customer requirements and are scalable and reliable.
• Conduct research and stay up-to-date with industry trends and emerging technologies, making recommendations for their adoption as appropriate.
• Ensure that all engineering work is completed in compliance with industry regulations and standards
• You will not let your development skills atrophy. Not only will getting your hands dirty enable you to scratch that engineering itch it will endear you to your team and enable you to operate with greater respect and influence.
• You will deliver high-quality, high-value software often and will strive to cultivate of culture of continuous value flow and the high morale that come typically comes with it.
• Envision, Design and Develop the product/features considering how positively the product can impact the lives of people
• You will deliver trustworthy software by assuring the adherence of security and quality standards and will, as part of your development process, provide evidence to certify its release-ability.
• You will be able to work across backend and front end to create holistic solutions
• Developing and maintaining web applications that are optimised for various devices and browsers
• Optimize application performance, focusing on speed and scalability
• Design and Develop considering seamless User Experience in mind
• You will run and operate what you build - You will embrace the Development-Operations philosophy and devise an operating model where product development and site reliability engineering are not mutually exclusive.
• Deliver and deploy software in continuous Development/Continuous Integration such that there are no impact to uptime or functionality

• You will be business partners with Product Management, equal shareholders of product ownership; they will be the Chief Marketing Office to your Chief Technology Officer.
• You will work with staff Architects and Engineers at all levels inside and outside of your immediate teams; managing up, down, across, diagonally, inside and out - whatever it takes to deliver customer value.
• You will have the privilege to work with members of the Sales, Customer Success, Support, and Marketing areas of the business unit. It will not be uncommon for you to meet with and present to cherished Partners and Customers.
• You will engage with the broader community inside and outside Cisco.

• By creating a culture of safety that enable your team and peers to feel empowered in making calculated risks and innovate without fear of failure or retribution.
• By championing new technology and design patterns, through clear objectives and measures of success that are continuously reviewed, adapted, and celebrated.
• Through the consistent and reliable delivery of high-quality, wow-inducing software.
• By nurturing the talent in your teams with targeted growth opportunities

• A Bachelors or Masters degree in Computer Science or equivalent work experience in a field utilizing the same subject matter
• 10+ years of experience in architecting and implementing highly-available, reliable, secure Preminse/SaaS applications, expertise in Microservices based architecture, AWS, Java, Data streaming technologies, Databases, APIs, Messaging queues, Caches, CI/CD, Telemetry
• Expertise with telephony, UCaaS, CCaaS, SIP, SBC, integration with CPaaS providers.
• Experience with REST API design and implementation
• Experience with the design and development of scalable web applications.
• Passion for producing clean, standards-compliant, secure code
• Deep understanding of the design and development of Service Oriented Architecture (SOA, API)
• Advocate for automated unit and API testing, continuous integration and safe deployment practices
• Fearless about learning new technologies and technical approaches to application development
• Excellent written and verbal communication skills
• You are opinionated about development methodologies and what works and what doesn't. You are biased towards learning and experimenting principles and practices and ultimately drive towards business outcomes over output.
• You have the heart of a teacher. You love to be taught and to teach. You seek opportunities to coach and mentor because you understand we are all students yearning to grow.
• You get things done and never give up. You lead by example with your tenacity and extreme ownership ethic.

The application window is expected to close on: 30-Apr-2025

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!