Technical Consulting Engineer — AI-Powered Troubleshooter

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

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.