AI-Driven Collaboration Solutions Lead

Cisco Systems, Inc; North Carolina; On-site; USD 130,000 - 181,000; Full time

Job summary

Cisco’s Customer Experience Collaboration & Contact Center team leads in delivering innovative contact center solutions that transform customer interactions. Join us to design, develop and deploy AI-powered omnichannel journeys across Cisco’s platforms, working with stakeholders to translate complex needs into scalable solutions.

You will mentor engineers and contribute to intellectual capital while delivering resilient, high-performance contact center integrations that boost customer

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, Information Systems, or related technical discipline.
• 8+ years of experience in Contact Center consulting or engineering roles.
• Expert-level scripting skills with Cisco ICM Script Editor, Unified CVP Studio, and/or Webex Contact Center Flow Designer.
• Proven hands-on experience with both on-premises (UCCE, PCCE) and cloud (Webex Contact Center, WxCCE) Cisco Contact Center platforms.
• Strong proficiency in backend integrations, including SQL databases (MS SQL, Oracle), REST/SOAP APIs, and JSON/XML data handling.

Responsibilities

• Lead design, development, and deployment of advanced contact center workflows and integrations across Cisco’s on-premises and cloud platforms.
• Partner with business stakeholders and technical teams to translate complex requirements into scalable, high-performance solutions.
• Architect AI-powered omnichannel journeys and custom integrations that maximize business value.
• Mentor engineering talent and contribute to intellectual capital creation, ensuring delivery excellence and continuous improvement.
• Deliver tailored, resilient contact center solutions that elevate customer satisfaction and agent productivity.

Skills

Cisco ICM Script Editor

Unified CVP Studio

Webex Contact Center Flow Designer

SQL databases

REST APIs

JSON/XML data handling

Education

Bachelor’s or Master’s degree in Computer Science or related technical discipline

Tools

Webex Connect

Job description

Cisco’s Customer Experience Collaboration & Contact Center team leads in delivering innovative contact center solutions that transform customer interactions. Join us to design, develop and deploy AI-powered omnichannel journeys across Cisco’s platforms, working with stakeholders to translate complex needs into scalable solutions.

You will mentor engineers and contribute to intellectual capital while delivering resilient, high-performance contact center integrations that boost customer