Customer Delivery Engineering Technical Leader - HTTS (Collab)

Application window is expected to close on 15/April/2025. However, the job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

The successful applicant will be performing work in Canadian Critical National Infrastructure and/or Canadian government classified environments, and therefore, must be a Canadian Citizen or Permanent Resident. This position may also perform work that the Canadian government has specified can only be performed in country by a Canadian citizen. Government of Canada SECRET Level clearance is desired or the successful applicant must be able to obtain a Canadian Government Security Clearance.

The work location for this role is Kanata, Ontario, Canada.

As part of the Cisco Canada Customer Experience organization (CX), you will work with the Canadian Secure Technical Services (CSTS) team, providing personalized technical support to government and public sector customers. This role involves engaging closely with customers' engineering and operations teams, along with various Cisco partners such as Cisco TAC, service delivery, service sales, customer account teams, and product engineering teams. By building strong relationships, you will become a trusted technical resource for customers. The Cisco High Touch Technical Support (HTTS) team tackles complex and exciting issues for some of Cisco Canada's top clients, offering a unique opportunity to master the newest technologies and products. You'll grow your skills in a dynamic, team-oriented environment, collaborating with some of the industry's brightest minds to deploy and support cutting-edge Internet technologies.

As part of Cisco Canada’s Public Sector Canadian Secure Technical Services (CSTS) team you will:

• Provide expert level consultation and troubleshooting for sophisticated network topologies with large enterprise customers on voice and video technologies.
• Work with a multi-functional team to support customers during critical network issues and handle a caseload of customer issues. Aim for total customer satisfaction by identifying, documenting, and resolving issues in a timely and efficient manner.
• Address problems of diverse scope and complexity, requiring detailed analysis and data correlation.
• Lead problem resolution efforts with internal partners.
• Provide systems and product training to customers and contribute to building a technical support knowledge base.

Minimum Qualifications

• Security Clearance: Canadian Citizenship with ability to obtain a Canadian Government Security Clearance.
• Cisco Voice and Video Solutions: Experience with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, IM and Presence, CUBE, CUSP, VXML, Cisco Meeting Server, Cisco Meeting Manager, Cisco WebEX Contact Center, WebEX Calling, and WebEX Meeting.
• Collaboration Devices: Proficiency with Room Devices, IP Phones, Desk Devices, Handsets, and Cisco Jabber.
• Collaboration Tools: Familiarity with collaboration suites and tools, particularly Cisco’s offerings.
• Communication skills: Strong communication skills with experience in problem-solving & troubleshooting in a highly collaborative working environment, including remote colleagues.
• Education: BS in a technical field (CS/EE preferred) or equivalent with 8+ years of relevant experience.

Preferred Qualifications

• Language Proficiency: Proficiency in both English and French is highly desired.
• Technical Support: Experience with incident management, reactive support operations, or solving technical problems.
• Leadership: Assertive communication and technical leadership skills, especially in fixing scenarios over WebEx or telephone conversations.
• Cisco Telepresence and Conferencing: Knowledge of Cisco Telepresence endpoints, Cisco Conferencing solutions, Telepresence Management Suite, Video Communication Server, Cisco Expressway series, MRA, and Spark-enabled endpoints is an added advantage.
• Certifications: Professional or expert-level Cisco network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!