7 days old

CX Centers Duty Manager

Cisco Systems Inc.
Poland, NY 14747
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What Youll Do:

  • Act as an escalation point for Cisco customers, partners, and internal stakeholders among multiple business entities across CX.
  • Assess the needs of a given support requirement and prioritize to ensure cases are handled at the accurate resource level and with appropriate focus.
  • Seize issues in a tracking log making sure they are completely detailed and successfully resolved.
  • Act as a central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events.
  • Ensure that IT and multi-functional resources are accurately engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage.
  • Review our critical issue data, identify directions & key business indicators, and present observations & recommendations to senior leadership.

Who Youll Work With:

As a part of our Customer Experience team, you will have the opportunity to work across multiple functions and organizations. We keep a close pulse on our business operations; raising any network/system issues with IT, invoking our business continuity plan, and keeping our engineers and leadership well informed. Our team is uniquely positioned with a birds eye view across our service delivery operation, which allows us to collect, analyze, and identify directions and gaps within our business that create opportunities for continuous improvement across the organization.

Who You Are:

The ideal candidate demonstrates an aptitude and appetite for learning new skills, and applying this to drive customer satisfaction. Open to work with weekend shifts.

Related Business/Technical Knowledge/Skills and Expertise:

  • Understanding of TAC operations and the operations of multi-functional organizations in which the TAC interfaces during the course of customer case resolution.
  • General knowledge of Cisco products and service offerings.
  • Validated ability to act responsibly and significantly in a fast paced high stress environment.
  • Validated technical expertise and extensive customer service/support experience.


  • Change Agent, Teammate, Decision Maker, Innovation, Customer Advocate, Communicator, Eye For Business, Problem Solving, Relationship Building, Get Result, Conflict Management.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 


Posted: 2021-06-11 Expires: 2021-07-12
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CX Centers Duty Manager

Cisco Systems Inc.
Poland, NY 14747
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