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Senior Manager, Software Engineering - Webex Contact Center

Company: Cisco Systems
Location: Austin
Posted on: July 16, 2019

Job Description:

What You'll DoCisco's Webex Contact Center team is on a mission to improve the world's experiences. You'll work with technologies and platforms spanning cloud, AI and machine learning, analytics, integration, connectivity, messaging and more – all to help the world's leading global brands better engage and serve their customers. With more than 30,000 customers today, we are leading the market in developing and delivering more intelligent customer and employee experiences at cloud speed and scale.



  • You will always be recruiting, retaining and adjusting. Keeping your team at the top of their game and motivated is one of your many working threads running in a perpetual loop.
  • You will devise and communicate top-level objectives and measures of success to guide your teams, challenge them, and hold them accountable. By doing this right, they will love you for it.
  • You will partner with Product Management to devise an executable roadmap that you will deliver with your team and peers. PMs will bring the market requirements, you'll bring the technical reality; the result will be a balanced, pragmatic, and aggressive plan of attack that inspires the market and scares our competitors.
  • You will make decisions about how best to execute and deliver; you will consider the myriad of opportunities and constraints and collaborate with others to come up with the best tactical plan possible for executing the strategy.
  • You will participate in as few meetings as possible; the meetings you or your team do engage in will be purposeful and results-oriented. You will be jealous of yours and your team's time and focus and will treat it with the sanctity it deserves.
  • You will not let your development skills atrophy. Not only will getting your hands dirty enable you to scratch that engineering itch it will endear you to your team and enable you to operate with greater respect and influence.
  • You will deliver high-quality, high-value software often and will strive to cultivate of culture of continuous value flow and the high morale that come typically comes with it.
  • You will deliver trustworthy software by assuring the adherence of security and quality standards and will, as part of your development process, provide evidence to certify its release-ability.
  • You will run and operate what you build. You will embrace the Development-Operations philosophy and devise an operating model where product development and site reliability engineering are not mutually exclusive.



    Who You'll Work WithWe are the fastest growing group within Cisco's Collaboration Technology Group (CTG), the #1 global leader in collaboration technologies. Our Customer Journey Business Unit is a global leader in Contact Center solutions and we are growing our Cloud engineering teams to build the next generation of fully integrated cognitive and collaborative customer care solutions. You will partner with technology leaders like Google, Apple, and Amazon, working in a high performing, agile environment to fundamentally change the way companies and consumers interact, and helping to extend our leadership in this multi-billion-dollar global industry.


    • You will be business partners with Product Management, equal shareholders of product ownership; they will be the Chief Marketing Office to your Chief Technology Office.
    • You will work with staff Architects and Engineers at all levels inside and outside of your immediate teams; managing up, down, across, diagonally, inside and out – whatever it takes to deliver customer value.
    • You will have the privilege to work with members of the Sales, Customer Success, Support, and Marketing areas of the business unit. It will not be uncommon for you to meet with and present to cherished Partners and Customers.
    • You will engage with the broader community inside and outside Cisco. As a senior manager and executive, you will constantly look for ways to build relationships and partnerships that help you recruit and optimize your ability to deliver value.



      Who You Are



      • You are a Software or Systems Engineer by training, trade and passion. You can still code a bit but your focus in the last 10 years has been enabling others to deliver more and more effectively.
      • You are passionate about Product development and have even dabbled in Product Management to some extent. You know what PMs do, why they do it and you partner with them to help define the WHY and WHAT so you can help your engineers know HOW and WHEN to deliver.
      • You have seen a lot of architectures and designs in a variety of styles, industries, and environments. You may have even been the Architect or Lead on a few of these and you have the scars and medals to prove it. You understand the role of Architects and know their importance and how to empower and hold them accountable.
      • You are opinionated about development methodologies and what works and what doesn't. You are biased towards Lean and Agile principles and practices and ultimately drive towards business outcomes over output.
      • You have the heart of a teacher. You love to be taught and to teach. You can give high and low-level demonstrations and presentations to a variety of audiences. You seek opportunities to coach and mentor because you understand we are all students yearning to grow. You pay it forward.
      • You get things done and never give up. You are driven and biased towards execution and delivery – taking on what needs to be done and owning it through to the end and beyond. You lead by example with your tenacity and extreme ownership ethic.



        How You'll Succeed



        • By creating a culture of safety that enable your team and peers to feel empowered in making calculated risks and innovate without fear of failure or retribution.
        • By championing accountability through clear objectives and measures of success that are continuously reviewed, adapted, and celebrated.
        • Through the consistent and reliable delivery of high-quality, wow-inducing software.
        • By managing your team's capacity intelligently so that customer value can be delivered rapidly while continually reducing the amount of short and long-term financing needed (i.e. technical debt).


          Why Cisco

          At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.


          • We connect everything – people, process, data and things – and we use those connections to change our world for the better.
          • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
          • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.


            Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

            #CustomerJourney #CJP

            *LI-MA1

Keywords: Cisco Systems, Austin , Senior Manager, Software Engineering - Webex Contact Center, Executive , Austin, Texas

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