Principal Software Architect - Webex Contact Center | 15+ years

Meet the Team Be part of the Cisco Webex Contact Center team, where technology, innovation, and collaboration come together to transform customer experiences. We foster a culture of curiosity, creativity, and continuous learning, empowering team members to experiment, challenge existing approaches, and bring new ideas to life. Our Collaboration technology powers industry-leading products like Webex Meetings, Webex Calling, and Webex Contact Center. As a member of our team, your work will ensure every user gets a truly immersive experience regardless of device or location, empowering the hybrid working patterns of the future. Your Impact As the solution architect for Webex Contact Center, you will serve as a senior technical leader responsible for defining the architecture, standards, and strategic direction for the core Webex Contact Center as well as all the applications that ship on top of Webex CC. You will design scalable, secure, reliable, and future-ready architectures that support exceptional customer care experiences utilizing a broad spectrum of industry leading & Cisco technologies.  Working closely with Product Managers, engineering leaders and architects across Webex, you will shape how Webex Contact Center data evolves over the few years.   Minimum Qualifications 15+ years designing distributed cloud-native SaaS platforms, with significant experience as an architect for enterprise-scale products.  Deep expertise designing modern systems dealing with realtime voice and customer experiences.  Strong experience architecting AI-native platforms where machine learning models are integral to the product architecture rather than standalone services.  Experience building highly scalable SaaS platforms processing very large datasets and high transaction volumes.  Strong software engineering background with Java and/or Python, enabling architecture validation, prototyping, and technical leadership.  Experience leading architecture across multiple engineering organisations with strong communication and stakeholder management skills.  Preferred Qualifications Experience architecting AI-powered Contact Center, Customer Care, CRM, Workforce Optimisation, Conversational AI, or Customer Experience platforms. Experience designing enterprise AI systems for routing optimisation, forecasting, recommendations, anomaly detection, conversational intelligence, or operational decision support. Experience working in complex multi-tenant SaaS products with strict reliability, availability, compliance, and performance requirements. Prior experience in Contact Center, Unified Communications, Customer Experience, or enterprise workflow platforms is highly desirable. Contributions to patents, open-source projects, published research, or recognised technical thought leadership in AI, distributed systems, or modern data platforms would be an advantage. Why Cisco?