Cisco Software Engineer - C/C++, SIP, VOIP in Bangalore, India
Software Engineer - C/C++, SIP, VOIP
Location: Bangalore, Karnataka, India
Area of Interest Customer Experience
Job Type Professional
Technology Interest Collaboration, Video
Job Id 1249295
The Business Entity:
Collaboration Technology Group (CTG) is #1 global leader in collaboration technologies, which provides best-in-class integrated collaboration solutions that redefine collaboration experience . Cisco collaboration solutions span a wide variety of solutions and technologies, including Cloud Collaboration Services, SaaS Offerings, Hosted Collaboration Solutions, and Premise solutions, Endpoints, Video, Presence, Conferencing, Customer Care and Unified Communications.
The Job and Team:
Customer Success teams charter and role is to represent the lifecycle view from presales activities to Day2 success of the customer care ecosystem globally delivering on vision of becoming #1 worldwide in market place. Execution of this vision requires driving higher customer satisfaction by ensuring right architectures/designs are in place, managing critical customers, escalations and technically enabling our partners and customers on our solutions globally. This responsibility will enable the business to leverage real world customer practices being incorporated into software development to improve product quality, serviceability, usability and reliability.
Our software product is run by who’s who of Fortune 500 customers and service providers. Our customers expect, and get, uninterrupted continuous operation. Your role is critical in ensuring that Cisco’s customer’s operations go uninterrupted. You will work as part of a team of experts on different products within Cisco’s Customer care portfolio providing critical troubleshooting and consulting services to Cisco’s Customer Collaboration customers. The opportunity exposes you to a variety of technologies and solutions that are being used by huge number of customers worldwide. You will lead and mentor a group of experienced engineers and champion the goals and strategies of the Customer Success team into scalable processes, define the success metrics and then implement and execute on your ideas to provide outstanding business value and customer satisfaction.
In this role you work with your peers, engineering, product management and across organizational boundaries with sales, services, support, partners and leadership to solve customer problems as well as build, maintain, and grow customer and partner loyalty. The key to success in this role will be your ability to understand and troubleshoot issues and communicating effectively with internal and external teams.
What you bring to the role:
It's required that the Solution Support Engineer be extremely strong in communication and presentation skills, both verbal and written. Successful candidate should be very good at understanding code and design with an ability to work on different kinds of platforms. The optimal candidate should have a strong presence, strong sense of ownership in driving escalations to resolution and be able to think on their feet while meeting with clients. They will leverage an ability to quickly grasp new use cases and acquire new platform knowledge through independent study, as well as through interaction with other team members. The candidate will be able to discuss technology through the language of business, know when to be more or less detailed, and evoke confidence in our solutions and technology to help remove any barriers a customer might raise.
You are a member of the Solution Support Team that provides global engineering support for customer issues
Participate in calls (onsite and virtual) as a technical lead, where your knowledge and expertise of Cisco Contact Center products will allow you to troubleshoot/Debug problems faced by Customers.
Debug customer issues and escalate to appropriate teams as necessary. Analyse Logs, Understand code and troubleshoot issues.
Development and testing of Engineering Diagnostic Patches for effective troubleshooting and problem resolution
Identify use cases not yet covered by our current platform/Patterns on issues faced by customers and submit them to product management
Works closely with Product Line engineering groups across Cisco
Be creative about using tools at your disposal to provide excellent customer service and unique solutions that drive customer success
Lead internal projects and initiatives, and serve as a Subject Matter Expert (SME) for one or more products within the Customer Care Portfolio of Cisco
Provide timely executive summary status reporting to management.
Contribute internally to the Cisco Product teams and TAC teams via knowledge sharing and best practice guidance with team members.
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
Mentor and coach other members of the team.
Minimum 4-7 years of C/Java Development Experience,
Excellent written and Verbal communication skills; equally comfortable speaking to business execs and technical teams, and able to articulate technology and product positioning to stakeholders
Excellent understanding of OOP, Multithreading, REST API concepts and web-services.
Experience in working with SQL Server/Informix Databases
Excellent Debugging, Troubleshooting and analytical skills
Scripting experience with Bash, Python, Linux Shell
Experience with BOSH and XMPP protocols is a strong plus
Willing to stretch limits, challenge status quo and take on new challenges.
Experience with Open Source Libraries is a plus
Experience with Scripting Languages such as Jython, Python, TCL, and/or Perl are a plus
Experience with Linuxbased Operating Systems is a plus
Experience in a Networking environment or developing Contact Center Software is a plus
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.