Technical Systems Engineer - AI Ops

Cisco's IT Workforce Collaboration team is seeking an AIOps Technical Systems Engineer to support global Webex Collaboration Services. This role involves delivering technical support, designing and deploying AIOps solutions for incident automation, analyzing data for predictive insights, and developing operational automations. The engineer will also lead projects, partner with engineering teams, assist with escalations, and maintain documentation, contributing to the future of workforce collaboration.

Must Have

• Deliver support for global Webex Collaboration Services, Messaging, Meetings, and Video Devices.
• Serve as a technical escalation point for complex incidents and service disruptions.
• Design, deploy, and operationalize AIOps-driven solutions.
• Analyze large datasets from collaboration services to drive predictive insights.
• Develop operational automations using APIs, Python, or other scripting languages.
• Lead or contribute to global enterprise collaboration projects.
• Partner with engineering, architecture, and platform teams.
• Assist with executive-level support escalations, problem management, and root cause remediation.
• Maintain detailed technical documentation, knowledge bases, and runbooks.
• Participate in a rotational on-call schedule.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience.
• 5+ years of IT experience supporting enterprise collaboration technologies.
• Hands-on expertise with Cisco Webex platform and Webex Video Devices.
• Strong experience with collaboration infrastructure: Cisco Unified Communications Manager (CUCM), Expressway, CUBE, and telephony fundamentals.
• Practical experience in AIOps practices.
• Familiarity with observability tools like ThousandEyes, AppDynamics, Webex Control Hub Analytics, Splunk, Moogsoft, or similar.
• Automation/scripting skills (Python, REST APIs, or similar).
• Understanding of networking concepts: VLANs, VPNs, Wi-Fi, firewall security, and troubleshooting methods.
• Comfortable with Unix/Linux console commands for diagnostics and troubleshooting.
• Excellent problem-solving, project management, and documentation skills.
• Experience working in Agile/DevOps environments using Jira, Confluence, and Kanban boards.

Good to Have

• Cisco certifications: CCNA Collaboration, CCNP Collaboration, or equivalent.
• Formal training or certifications in AIOps, AI/ML, or related operational automation domains.
• Experience delivering executive-level support and incident management.
• Familiarity with ITSM practices and tools like ServiceNow.
• Project leadership experience — including leading technology deployments, upgrades, or optimization initiatives.

Who We Are Cisco’s IT Workforce Collaboration (ITWfC) team powers the future of work — enabling our employees to connect, collaborate, and create without limits. We focus on delivering intelligent, seamless experiences using Cisco’s best-in-class technologies like Webex Meetings, Messaging, Control Hub, and advanced Video Collaboration Devices. We are innovators. We lead with agility. We are deeply committed to human-centered design and bold thinking, using automation and AIOps to scale and transform collaboration at Cisco and beyond. Come join us and help build the next generation of workforce collaboration!

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What You’ll Do

As a AIOps - Technical Systems Engineer, you will:

• Deliver support for global Webex Collaboration Services, Messaging, Meetings, and Video Devices.
• Serve as a technical escalation point for complex incidents and service disruptions across collaboration environments.
• Design, deploy, and operationalize AIOps-driven solutions to automate incident detection, root cause analysis, and proactive resolution.
• Analyze large datasets from collaboration services (telemetry, logs, events) to drive predictive insights and continuous improvement.
• Develop operational automations (using APIs, Python, or other scripting languages) to improve team efficiency and response times.
• Lead or contribute to global enterprise collaboration projects including new product introductions, upgrades, and technology transformations.
• Partner with engineering, architecture, and platform teams to enhance observability, resiliency, and service quality.
• Assist with executive-level support escalations, problem management, and root cause remediation activities.
• Maintain detailed technical documentation, knowledge bases, and runbooks.
• Participate in a rotational on-call schedule supporting critical services after hours when necessary.

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Who You’ll Work With

You’ll be a key member of Cisco’sIT Workforce Collaboration (ITWfC) team — a passionate, fast-paced, and forward-thinking group that sits at the intersection of technology and the employee experience. You’ll collaborate closely with:

• Peer engineers and service managers Cisco product teams (Webex, ThousandEyes, AppDynamics) Cisco's AIOps Center of Excellence Architecture and Enterprise IT teams Together, we create collaboration experiences that simply work — intelligently, predictively, and at scale.

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Who You Are

• An experienced and driven IT professional with deep technical expertise in collaboration services and a passion for innovation.
• Skilled at operating complex collaboration and networking environments — but just as excited about automating and optimizing them.
• Analytical, data-driven, and always thinking proactively to prevent issues before they impact users.
• An outstanding communicator who can clearly articulate technical details to peers, leaders, and non-technical stakeholders.
• A natural collaborator and problem-solver who thrives in an agile, fast-changing environment.

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Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience.
• 5+ years of IT experience supporting enterprise collaboration technologies.
• Hands-on expertise with Cisco Webex platform (Meetings, Messaging, Control Hub) and Webex Video Devices (Room Series, Desk Series, Boards).
• Strong experience with collaboration infrastructure: Cisco Unified Communications Manager (CUCM), Expressway, CUBE, and telephony fundamentals.
• Practical experience in AIOps practices: automated monitoring, event correlation, predictive analytics, and operational automations.
• Familiarity with observability tools like ThousandEyes, AppDynamics, Webex Control Hub Analytics, Splunk, Moogsoft, or similar.
• Automation/scripting skills (Python, REST APIs, or similar) to create operational workflows and scripts.
• Understanding of networking concepts: VLANs, VPNs, Wi-Fi, firewall security, and troubleshooting methods.
• Comfortable with Unix/Linux console commands for diagnostics and troubleshooting.
• Excellent problem-solving, project management, and documentation skills.
• Experience working in Agile/DevOps environments using Jira, Confluence, and Kanban boards.

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Preferred Qualifications

• Cisco certifications: CCNA Collaboration, CCNP Collaboration, or equivalent.
• Formal training or certifications in AIOps, AI/ML, or related operational automation domains.
• Experience delivering executive-level support and incident management.
• Familiarity with ITSM practices and tools like ServiceNow.
• Project leadership experience — including leading technology deployments, upgrades, or optimization initiatives.

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Why Cisco and ITWfC At Cisco, and especially within IT Workforce Collaboration, we believe in building aworkforce powered by intelligence, inclusion, and innovation.We drive digital transformation not just with technology — but with bold thinking, fearless creativity, and passionate people.

Bring your whole self to work. Make your mark on the future of collaboration.Be You, With Us.