Webex Contact Center

Job Description:

Job Seekers must meet the minimum requirements outlined. Use the comments section on the Job Seeker profile to document how each meet or exceed these requirements:

Minimum Requirements:

1. Broad understanding of Cisco Webex Meetings, Webex Contact Center, Webex Calling, AWS, and system architectures.

2. Ability to analyze logs, dashboards, and monitoring tools to diagnose and resolve issues efficiently.

3. Strong documentation, trend analysis, and incident tracking abilities.

Desired Skills:

1. Proactive and results-driven mindset with strong communication and leadership skills.

2. Hands-on experience with incident management tools like JIRA, PagerDuty, and ServiceNow.

Additional role, initiative and group information:

1. Ability to engage effectively with engineering, product, and leadership teams, ensuring smooth escalation and de-escalation of incidents.

2. Familiarity with observability platforms such as Splunk, Service Now, JIRA, or Grafana (a plus).

3. Attend postmortems and RCA meetings, ensuring thorough documentation and follow-up. Ensure RCA insights drive actionable engineering improvements, such as enhanced monitoring, automation, and code optimizations.

4. Own and provide timely and appropriate communication to business stakeholders and leadership prior to, during, and after the resolution of an incident.

5. Serve as the primary incident point of contact, ensuring structured and transparent communication with technical and business stakeholders.

6. Work closely with engineers, development teams, and service owners to prevent recurring issues.

7. Collaborate with developers, service owners, engineers, and Incident Command to uncover and document root causes of production failures.