At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology, we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.

About the role:

Cisco Meraki is looking for a Contact Center Architect/Manager to develop our Voice Engineering team’s people & vision. Our goal is to provide a reliable and feature-rich cloud contact center architecture that will improve the lives of our best-in-class Support team.

You will be working closely alongside our global Support, Project Management, IT, & Software teams and you’ll directly feel the positive impact that you and your team’s projects will have on our grateful users. This role will focus on our global Vonage voice and omnichannel infrastructure and its robust integration into our Salesforce Service Cloud.

A typical work week might consist of:

Investigating the next generation of Support’s cloud-hosted phone architecture and leading the team to a well-measured implementation.

Architecting a call recording transcription solution that writes call insights to our Salesforce instance.

Finding powerful insights that lead to continuous improvement in the processes and tools that make up Support’s phone interactions.

Designing our team’s support strategy to ensure the stability of our voice infrastructure during changes to our call routing plan.

Primary Responsibilities:

40% Strategic Architecture

Lead high-impact projects that improve day-to-day operations of our Voice Engineering team and underpin long-term strategy for Support.

Divide complex projects into manageable parts and devise delivery plans with our Project Management team.

Architect resilient, cloud-first infrastructure and integrations with our Software team that connect our customers to team members with the best skills to assist.

Design flexible omnichannel (case, call, chat) interfaces that reduce effort for both our customers and internal teams.

Collaborate with internal teams and external vendors to research, implement, and support new solutions.

40% Team Leadership

Define, evolve and communicate the team’s vision, mission, strategy, & project roadmap using Objectives and Key Results.

Define the team’s key team & system metrics and use data from the team’s reports and dashboards for insights and alerting.

Actively seek, identify, and onboard talent for the Voice Engineering team.

Establish a cadence of team meetings along with one-on-one meetings to coach & mentor on career and performance goals.

Drive the creation of in-depth documentation, training, and lunch-and-learns on the new features that are being created.

Establish the processes and procedures to ensure our 24/7 phone infrastructure is maximally available.

20% Professional Development

Find the intersection between your personal development interests and our business needs to identify side projects.

Grow your technical and people skills by completing classes from our robust learning catalog.

Explore new tools and best practices in voice and software engineering.

Preferred Qualifications:

• 8+ years of engineering & architect experience of designing, implementing, and supporting cloud-hosted contact centers and integrations.
  • Direct experience with IVRs, call & dial plans, ACD queues, SIP, etc.
  • Expertise with omnichannel (call, email, chat, etc.) systems and skills-based routing is a must.
• 8+ years of engineering & architect experience working with voice-related platform integrations:
  • CRM (Salesforce, Zendesk, etc.) WebRTC/CTI APIs & integrations.
    • Relevant Salesforce certifications and/or Trailhead badges are a big plus.
  • Call recording and workforce management/optimization APIs & integrations.
• 3+ years of Engineering people management experience.
• Experience with a geographically distributed team is a plus.
• Deep understanding of customer service methodologies and key contact center metrics.
• Presentation and communications experience with executive-level audiences.
• Strong project management skills with the ability to quickly react to changing priorities.
• Strong vendor management skills and experience with hardware & software evaluation, selection, deployment, and support.

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

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. Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.

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