Technical Consulting Engineer

Cisco Systems, Inc; Ciudad de México; On-site; MXN 900,000 - 1,500,000; Full time

Job summary

Cisco Systems, Inc is seeking a Technical Consulting Engineer to resolve complex customer issues and support premium solutions. You will mentor teams, build lab environments, and lead technical discussions across Cisco products.

You will work on VoIP, IVR, and contact center deployments, applying AI-assisted automation to improve resolution quality and customer outcomes. This role emphasizes collaboration with engineering and customers globally.

Qualifications

• Bachelor’s degree with 5+ years of related experience or Master’s with 3+ years.
• Professional-level certification (e.g., CCNP Collaboration) or equivalent.
• Proven proficiency in complex Contact Center environments (routing, IVR).
• Solid knowledge of SIP/RTP and TCP/IP/OSI concepts.

Responsibilities

• Independently handle complex customer issues by lab setups and precise bug reports.
• Build strong customer relationships and guide their success.
• Develop scripts and docs to accelerate issue resolution with AI tools.

Skills

WxCC experience

UCCX/UCCE

Cloud-native tech

REST/JSON APIs

AI productivity tools

VoIP SIP RTP

OSI model knowledge

Call routing IVR

Lab environment setup

Technical leadership

Education

Bachelor’s degree +5+ years

Master’s degree +3+ years

CCNP Collaboration or equivalent

Tools

WxCC

UCCX/UCCE

APIs REST/JSON

SIP gateways

Job description

Meet the Team

This team provides critically important support for our Collaboration and Contact Center customers, applying deep technical expertise to conduct advanced troubleshooting and resolve complex interaction challenges. We specialize in omnichannel architectures, voice, video, and platform integrations, handling technical problems across a broad range of deployment complexities. Operating in a highly integrated technical environment, the team collaborates with customers, partners, engineering, and internal collaborators to drive resolution, continuous improvement, and product quality.

Your impact

As a Technical Consulting Engineer, you will serve as a technical guide dedicated to handling and resolving complex customer issues and supporting premium solution offers. You will drive customer success by building productive relationships, creating intellectual capital, and using AI-assisted automation to enhance resolution quality. Additionally, you will chip in to the team's growth through mentoring and strategic influence across teams.

• Technical Problem Solving: Independently handle complex customer issues by building detailed lab setups to duplicate problems and submitting precise bug reports and critical issues to Engineering.
• Customer Success Management: Build and maintain strong customer relationships, taking full ownership of their success and providing guidance on enhancement solutions.
• Operational Excellence: Develop scripts and documentation to build intellectual capital and use AI-assisted automation tools to increase the speed and quality of issue resolution.

Minimum Qualifications

• Bachelor’s degree with 5+ years of related experience, Master’s degree with 3+ years, or equivalent professional experience.
• Professional-level certification (e.g., CCNP Collaboration) or equivalent industry certification.
• Proven proficiency in solving complex Contact Center environments, including call routing, IVR, and applications.
• Strong foundational knowledge of VoIP protocols (SIP, RTP) and cloud architecture concepts.
• Strong foundational knowledge of the OSI Model and TCP/IP protocols.

Preferred Qualifications

• Hands-on experience with Webex Contact Center (WxCC) or Cisco Unified Contact Center Express/Enterprise (UCCX/UCCE).
• Working knowledge of cloud-native technologies, API solving (REST/JSON), and web-based applications.
• Familiarity with Local Gateway (LGW), or SIP Gateway (SIP GW) devices.
• Experience using AI-based productivity tools to streamline technical investigations.
• Proven track record to lead technical discussions, build lab environments for complex scenarios, and chip in to internal intellectual capital.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.