Consulting Engineer - Collaboration (Japanese speaking)

Cisco; Kuala Lumpur; On-site; MYR 240,000 - 420,000; Full time

Job summary

Cisco is seeking an experienced Consulting Engineer specializing in Collaboration Contact Center to design, implement, and optimize Cisco CC solutions for enterprise and service provider environments.

You will own end-to-end delivery, translating complex business requirements into scalable architectures and collaborating with pre-sales, delivery teams, and customers to meet technology roadmaps.

Qualifications

• Bachelor’s degree in Computer Science, IT, Engineering or related field; 8–12 years in Cisco Contact Center tech.
• Strong expertise in Cisco CC solutions: UCCE, ICM, CVP, CUCM, Finesse, CUBE.
• Designing and implementing Cisco CC components: Agent Desktop, ICM scripting, CVP Studio, CC reporting.
• Deep telephony knowledge: SIP, H.323, MGCP, SCCP, ISDN PRI, QSIG, FXO, FXS, POTS.
• Understanding of call flow design, routing strategies, and voice infrastructure in large deployments.
• Experience with Cisco UCS and VMware virtualization (vCenter, ESXi, vSphere Client).
• Solid TCP/IP fundamentals and services: DHCP, DNS, TFTP, NTP, LDAP.
• Experience with Webex Contact Center planning, migration, deployment, and integration.
• Familiarity with AI-driven capabilities in UCCE, Webex CC, and Webex CX solutions.

Responsibilities

• Lead design, implementation, and optimization of Cisco CC solutions for enterprise and service provider environments.
• Own end-to-end delivery of customer engagements and translate business requirements into scalable architectures.
• Collaborate with customers and internal teams across pre-sales and delivery to align solutions with goals and roadmaps.
• Act as primary focal point for problem resolution across Cisco Collaboration and CC technologies.
• Develop and share delivery methodologies, documentation, and reusable technical assets.

Skills

Cisco Contact Center

UCCE

ICM

CVP

CUCM

Finesse

CUBE

SIP

H.323

routing

Voice routing

TCP/IP networking

VMware

vCenter

ESXi

Webex Contact Center

Education

Bachelor’s degree in Computer Science / IT / Engineering

Tools

Cisco UCS

VMware vSphere

vCenter

ESXi

Job description

Meet the Team

The Customer Experience (CX) team is a group of outstanding technical guides whose main focus is delivering a world‑class customer experience by solving the toughest business challenges with network‑centric solutions. We accelerate customer and partner success through technology design, implementation, and optimization across a broad range of Cisco Collaboration and Contact Center technologies. Our team works closely with Cisco account teams, partners, and multi‑functional groups to drive meaningful technology transitions and deliver measurable business outcomes. We are a high‑performing, collaborative team with a strong culture of continuous learning, mentorship, and knowledge sharing. Our impact is reflected in strong financial results, industry recognition, and consistently high customer and employee satisfaction scores.

Your Impact

As a Consulting Engineer specializing in Collaboration Contact Center, you will serve as a trusted technical advisor, leading the design, implementation, and optimization of Cisco Contact Center solutions for enterprise and Service Provider environments. You will own end‑to‑end delivery of customer engagements, translating sophisticated business requirements into scalable solution architectures that drive measurable outcomes. Collaborate with customers and internal collaborators across pre‑sales and delivery phases to align Cisco Collaboration solutions with customer goals and technology roadmaps. Act as the primary focal point for problem resolution, ensuring accurate and timely resolution of sophisticated issues across a broad range of Collaboration and Contact Center technologies. Develop and share delivery methodologies, documentation, and digital intellectual capital to continuously strengthen the broader consulting practice.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, with 8–12 years of experience in Cisco Contact Center technologies across Enterprise and Service Provider environments.
• Strong expertise in Cisco Contact Center solutions, including architecture, design, deployment, and implementation of platforms such as Cisco Unified Contact Center Enterprise (UCCE), Intelligent Contact Management (ICM), Customer Voice Portal (CVP), Cisco Unified Customer Voice Portal (CVP), Cisco Unified Communications Manager (CUCM), Cisco Finesse, and Cisco Unified Border Element (CUBE).
• Proven experience in designing and implementing Cisco Collaboration Contact Center components, including Agent Desktop, ICM scripting, CVP Call Studio scripting, and Contact Center reporting and analytics solutions.
• In‑depth understanding of telephony and call routing technologies, including SIP, H.323, MGCP, SCCP, ISDN PRI, QSIG, FXO, FXS, and POTS, with strong troubleshooting and integration capabilities.
• Solid grasp of call flow design, routing strategies, and voice infrastructure protocols within large‑scale enterprise contact center deployments.
• Experience working with Cisco UCS infrastructure and VMware virtualization technologies, including vCenter, ESXi, and vSphere Client.
• Solid grasp of TCP/IP networking fundamentals and supporting infrastructure services/protocols such as DHCP, DNS, TFTP, NTP, and LDAP.
• Experience with Webex Contact Center (Webex CC), including solution planning, migration, deployment, and implementation activities.
• Familiarity with AI‑driven capabilities and integrations within UCCE, Webex Contact Center, and Webex Customer Experience solutions.

Preferred Qualifications

• Professional‑level Cisco certification (CCNP Collaboration or equivalent) or higher, with a commitment to continuous learning
• Knowledge of Collaboration QoS design and implementation guidelines
• Familiarity with software programmability, automation, orchestration, and/or virtualization technologies
• Proven ability to mentor and guide junior engineers while acting as a trusted advisor to customers and internal collaborators
• Experience contributing to digital intellectual capital such as automation scripts, delivery frameworks, or reusable technical assets
• Fluency in Japanese is preferred to manage and support our customers in Japan