UCCE DI Operations Manager – WxCCE (Remote) – Cisco Systems

Title of the Job: UCCE DI Operations Manager – WxCCE (Remote)

Location: Toronto, ON

Job Description: (Only candidates interested in working in Canada can be considered)We are a dynamic operational team within the Webex Cloud Infrastructure Platform, dedicated to the daily operation of the Webex Contact Center Enterprise product suite. Operational Excellence is critical to our mission, as we design, build, and maintain dedicated instances of Contact Center infrastructure for Enterprise customers across the globe. We serve as a crucial bridge between our Partners and Customers and our Engineering and Product teams, ensuring seamless and reliable service delivery. Learn more about our Contact Center solutions here:What You’ll DoYou’ll lead a team of engineers supporting the applications and infrastructure that provides DI services to our customers. This will include but is not limited to:

• Issue Management: Act as an escalation point for our customers, partners, and internal team members during high profile or repeated issues. Build and drive action plans related to operational success
• Service Stability: Be accountable for SLI and SLOs describing service health, including availability, time to restore, time to detect, etc. Manage overall monitoring and detection strategy within the service
• Lead a multi-tier team of dedicated engineers, proactively and reactively resolving customer issues, prioritizing daily work and driving project and incident response work

Who You’ll Work WithYou’ll work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco. We are Innovators, we drive innovation to propel employee business transformation while maintaining operational quality. We are Accelerators, we accelerate digital solutions to generate cost savings and efficiency gains for enterprise growth and success. We are Transformers, as Workforce Collaboration, we transform the employee experience by being our own customer first with agility, quality, and security, we continuously deliver business.Who You AreThe ideal candidate will possess outstanding project management, communication, and technical skills. You have the perfect mix of technical expertise with the Collaboration portfolio, and an outstanding ability to deal with critical customers in the most frustrating of situations. Project planning, implementation, and tracking are a must as we often work through both collaboration expansion and service improvement plans for customers affected by systemic issues. You will also have the ability to work cross-functionally; networking with engineers, leadership, account teams, support, sales teams, and customer success to ensure the customer issues are resolved holistically.Minimum Qualifications

• BS/BA degree or related degree
• 7 + years of professional work experience in a position focused on customer support or project management
• 5 + year’s experience debugging SIP interoperability issues by analyzing CUCM and CUBE logs
• 5 + years of work experience of on-premises collaboration technology architecture standard processes, including CUCM, CMS, VCS, or TMS

Preferred Qualifications

• Technical expertise in Webex Contact Center technologies
• Experience with ITSM and monitoring platforms
• Experience with Software Development and Agile practices

Why Cisco?#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco#CollabFY25Message to applicants applying to work in the U.S. and/or Canada:When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate’s hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Company Name: Cisco Systems

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