FBS (Mexico) - Application Development & Telecom Support Engineer

Farmers– where ambition meets opportunity.

Farmers is known for more than its unforgettable jingle – it’s a team with a passion for purpose and making a real difference in people’s lives. Farmers employees deliver peace of mind when it matters most. The organization’s results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on the team. Farmers employees tackle challenges head-on, learn from every experience and measure their impact on the customers who trust them.

Join us and help power the success of Farmers. As a team member, you’ll collaborate with Farmers’ award-winning workforce, benefit from a culture of innovation and support and contribute to their mission of delivering protection and peace of mind to millions of U.S. customers.

Ready to make your mark? Discover Farmers’ vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate.

Job Summary

We are seeking an experienced Application Subject Matter Expert II to support the Farmers Voice Advantage team. This position plays a key role in the administration, maintenance, and enhancement of Farmers' telephony and call-routing solutions, primarily focused on Cisco Webex Calling, Cisco CVP IVR, and SQL-driven routing configurations.

The ideal candidate will possess strong technical expertise in telecommunications and voice platforms, with hands-on experience administering Cisco Webex Calling environments, configuring call routing solutions, and managing SQL database records. This individual must also be comfortable collaborating with both technical and non-technical stakeholders to support business operations.

Key Responsibilities

• Administer and support Cisco Webex Calling environments.
• Configure and maintain:
• Locations
• Users
• Hunt Groups
• Auto Attendants
• Calling features and end-user devices
• Manage and maintain SQL database records used for IVR and call-routing decisions.
• Support additions, modifications, and removals of routing configurations in Cisco CVP environments.
• Troubleshoot telephony, routing, and voice platform issues.
• Analyze application and configuration impacts across integrated systems.
• Collaborate with business and technical teams to understand requirements and implement solutions.
• Provide operational support, issue resolution, and technical guidance to stakeholders.
• Participate in testing, implementation, and validation activities for system enhancements.
• Ensure solutions align with business needs, scalability requirements, and operational standards.

Required Qualifications

• 4-6 years of experience in application support, telecommunications, voice platforms, or related technical roles.
• Hands-on experience with:
• Cisco Webex Calling
• Hunt Groups and Auto Attendants administration
• Cisco telephony concepts and call routing
• SQL databases and query execution
• Experience with Cisco CVP (Customer Voice Portal).
• Strong understanding of telecommunications infrastructure and call flow logic.
• Ability to troubleshoot complex technical issues independently.
• Fluent English communication skills.
• Ability to work directly with both technical and non-technical stakeholders.

Preferred Qualifications

• 7+ years of relevant experience.
• Bachelor's degree in Computer Science, Information Technology, Mathematics, or a related field.
• Knowledge of IVR architecture and voice-routing design.
• Experience supporting enterprise contact center environments.
• Familiarity with Agile delivery teams and production support processes.

Required Technical Skills

• SQL (Advanced)
• Cisco Webex Calling (Intermediate to Advanced)
• Cisco CVP / IVR Routing (Advanced)
• Telecommunications Concepts (Advanced)
• Hunt Groups & Auto Attendants (Advanced)
• Microsoft Office Suite (Intermediate)

Benefits

This position offers a competitive compensation and benefits package designed to support your wellbeing, growth, and work–life balance. While specific benefits may vary by country and employee level, offerings generally include competitive salary opportunities, performance-based bonuses, comprehensive benefits, and ongoing training and development resources.

Important Hiring Conditions and Disclosures

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.

About Farmers Insurance
"Farmers Insurance®" and "Farmers®" are tradenames for a group of insurers providing insurance for automobiles, homes and small businesses and a wide range of other insurance and financial services products. Farmers Insurance Exchange, the largest of the three primary insurers that make up Farmers Insurance, is recognized as one of the largest U.S. companies on the 2025 Fortune 500 list. For more information about Farmers Insurance, visit Farmers.com.