Cisco Meraki
Cisco Meraki connects passionate people to their mission by simplifying the digital workplace.
San Francisco , CA

Cloud Contact Center Engineer

Sorry, this job was removed at 6:21 a.m. (PST) on Saturday, June 27, 2020
Find out who's hiring in San Francisco.
See all Developer + Engineer jobs in San Francisco
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.

We are looking for a Cloud Contact-Center Engineer to deliver a reliable and feature-rich cloud contact center architecture that will improve the lives of our Support Team. This will entail focusing on our global Vonage voice and omnichannel infrastructure and its robust integration into our Salesforce Service Cloud implementation. You will partner with our support software development teams, directly feeling the positive impact that your projects have on our users.

NOTE: This role can be worked out of either our San Francisco headquarters OR our Chicago office. 

A Typical Work Week Might Consist Of:

  • Investigating a new tool to perform global call recording analysis and unearthing trends
  • Crafting a powerful dashboard from omnichannel data that shines new light on the state of our team’s customer-facing interactions
  • Supporting the stability of our voice infrastructure by enacting well-planned changes to our call routing plan

You'll Work On:

40% Strategic Projects:

  • Lead high-impact projects that improve day-to-day operations and underpin long-term strategy for Support
  • Build resilient, cloud-first infrastructure and integrations that connect customers to team members with the best skills to assist
  • Design flexible omnichannel (case, call, chat) interfaces that reduce the effort for both our customers and internal teams

40% Operational Support and Insights:

  • Create reports and dashboards to understand and alert on key team and system metrics (e.g. a per-agent real-time dashboard of omnichannel interactions.)
  • Anticipate scalability concerns and provide actionable suggestions to leadership on future organization and process design
  • Test and execute well-coordinated changes to phone infrastructure and associated call plans
  • Drive quality as the subject-matter guide for data in our phone and related CRM systems and integrations
  • Find opportunities to automate monitoring, reporting, and alerting across our platforms

20% Professional Development:

  • Stay proficient in our internal Salesforce and data infrastructure ecosystems
  • Explore new tools and standard methodologies within voice and software engineering

You Have:

  • Proven experience designing, implementing, and supporting cloud-hosted contact centers
  • Hands-on experience with IVRs, call & dial plans, ACD queues, SIP, etc.
  • Expertise with omnichannel (call, email, chat, etc.) systems and skills-based routing is a must
  • Proven experience working with voice-related platform integrations: CRM (Salesforce, Zendesk, etc.) WebRTC/CTI APIs & integrations
  • Relevant Salesforce certifications and/or Trailhead badges are a big plus
  • Call recording and workforce management/optimization APIs & integrations
  • A good understanding of customer service methodologies and key contact center metrics
  • Delivery of documentation and training to individual contributors and managers as part of past projects
  • Proven work examples of hardware & software evaluation, selection, deployment, support, and ongoing vendor management
  • Understanding of the contact center market landscape and the major vendor solutions
  • Familiarity with design thinking, customer journeys, and current best practices in customer experience
  • Bachelor's degree in Computer Science, Information Technology, or related technical field

Meraki is based in the Mission Bay area of San Francisco, less than a 5-minute walk from the Chase Center and with beautiful views of the Oracle Ballpark and the Bay beyond. You will have access to an onsite gym, multiple kitchens stocked with high-quality snacks, a coffee bar, catered lunches every single day, and a generous benefits package.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

See More
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Cisco Meraki Perks + Benefits

Cisco Meraki Benefits Overview

At Cisco Meraki, we support your passions, development, and wellness allowing you to thrive inside and outside of the office. We encourage a healthy work-life balance and make it easy for you to bring your whole self to work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Day off for your birthday
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
CAAN, Conexion, Connected Black Professionals, Inked, Meraki Gives, Meraki Veterans, Parents @Meraki, QFAM, Women of Meraki
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Hardship benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training
Virtual coaching services
Apprenticeship programs

More Jobs at Cisco Meraki

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Cisco MerakiFind similar jobs like this