Cloud Contact Center Engineer

| Remote
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About Us:

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free hardworking 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.

Our support group is a growing, global, and diverse team of highly knowledgeable and insightful customer advisors. We strive to guide our customers to successful outcomes with a mix of critical thinking and the grit to execute the next best action.

We are looking for a Cloud Contact-Center Engineer to deliver a reliable and feature-rich cloud contact center architecture that will improve the lives of our Support Team. This will entail focusing on our global Vonage voice and omnichannel infrastructure and its robust integration into our Salesforce Service Cloud implementation. You will partner with our Support Software Development teams, directly feeling the positive impact that your projects have on our users.

A Typical Work Week Might Consist Of:

  • Investigating a new tool to perform global call recording analysis and unearthing trends
  • Crafting a powerful dashboard from omnichannel data that shines new light on the state of our team’s customer-facing interactions
  • Supporting the stability of our voice infrastructure by enacting well-planned changes to our call routing plan

You Will:

40% Strategic Projects:

  • Lead high-impact projects that improve day-to-day operations and underpin long-term strategy for Support
  • Build resilient, cloud-first infrastructure and integrations that connect customers to team members with the best skills to assist
  • Design flexible omnichannel (case, call, chat) interfaces that reduce the effort for both our customers and internal teams

40% Operational Support and Insights:

  • Build reports and dashboards to understand and alert on key team and system metrics (e.g. a per-agent real-time dashboard of omnichannel interactions.)
  • Anticipate scalability concerns and provide impactful suggestions to leadership on the future organization and process design
  • Test and execute well-coordinated changes to phone infrastructure and associated call plans
  • Drive quality as the subject-matter guide for data in our phone and related CRM systems and integrations
  • Find opportunities to automate monitoring, reporting, and alerting across our platforms

20% Professional Development:

  • Stay proficient in our internal Salesforce and Data Infrastructure ecosystems
  • Explore new tools and standard methodologies within Voice and Software Engineering

You Have:

  • Demonstrable experience designing, implementing, and supporting cloud-hosted contact centers
  • 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
  • Demonstrable experience working with voice-related platform integrations: CRM (Salesforce, Zendesk, etc.) WebRTC/CTI APIs & integrations
  • Salesforce certifications and/or Trailhead badges are a huge plus
  • Call recording and workforce management/optimization APIs & integrations
  • Understanding of customer service methodologies and key contact center metrics
  • Delivery of documentation and training to individual contributors and managers as part of past projects
  • Previous experience with hardware and software evaluation, selection, deployment, support, and ongoing vendor management
  • Understanding of the contact center market landscape and the major vendor solutions
  • Familiarity with design thinking, customer journeys, and current standard methodologies in customer experience
  • Bachelor's degree in Computer Science, Information Technology or related technical field

Meraki is based in the Mission Bay area of San Francisco, less than a 5-minute walk from the Chase Center and with breathtaking views of the Oracle Ballpark and the Bay beyond. You will have access to an onsite gym, multiple kitchens stocked with high-quality snacks, a coffee bar, catered lunches every single day, and a generous benefits package.

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.

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, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

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Technology we use

  • Engineering
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    • SwiftLanguages
    • ReactLibraries
    • Backbone.jsFrameworks

An Insider's view of Cisco Meraki

What are some social events your company does?

Meraki Chicago hosts several social events. Some current and past events include weekly yoga and meditation sessions and cocktail classes, cooking classes, drag bingo, talent shows, and more!

Javana

Operations Supervisor

What does your typical day look like?

Badge in the door nearest the espresso machine and make latte art in the form of the Cisco logo. Work can range from teaching customers how RF works to designing multi-site Meraki networks. When I'm not evangelizing customers, teaching Networking-101, or handling escalations, I make easy work of those foolish enough to challenge me at ping pong.

Zakariya

Systems Engineer

How do you make yourself accessible to the rest of the team?

By simply just being around. In addition to the regularly scheduled one on one meetings I have with everyone, I make sure that my team knows I am always here to help, in any situation.

Lorenzo

Network Support Manager

What are Cisco Meraki Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Cisco Meraki has an Employee Experience team dedicated to ensuring that each Merakian has the best experience during their time at Meraki.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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