# Consulting Engineer, Collaboration Contact Center

**Company**: Cisco
**Location**: Kuala Lumpur
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Kuala-Lumpur-Malaysia/Consulting-Engineer---Collaboration--Japanese-speaking-_2018061?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6369cd4c-502

## Description

The Customer Experience (CX) team at Cisco is looking for a Consulting Engineer specializing in Collaboration Contact Center. As a trusted technical advisor, you will lead 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.

## Skills

### Required
- Cisco Contact Center
- Cisco Unified Contact Center Enterprise (UCCE)
- Intelligent Contact Management (ICM)
- Customer Voice Portal (CVP)
- Cisco Unified Communications Manager (CUCM)
- Cisco Finesse
- Cisco Unified Border Element (CUBE)
- Telephony
- Call routing
- SIP
- H.323
- MGCP
- SCCP
- ISDN PRI
- QSIG
- FXO
- FXS
- POTS
- TCP/IP
- DHCP
- DNS
- TFTP
- NTP
- LDAP
- VMware
- Cisco UCS

### Nice to have
- CCNP Collaboration
- Collaboration QoS
- Software programmability
- Automation
- Orchestration
- Virtualization
- Japanese

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Source: [Apply at cisco.wd5.myworkdayjobs.com](https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Kuala-Lumpur-Malaysia/Consulting-Engineer---Collaboration--Japanese-speaking-_2018061?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)