The posting
About the role:
The role focuses on customer engagement and experience by working closely with customers to create value, drive adoption, and support renewals, while proactively collaborating with cross-functional teams such as Customer Success, Sales, Support, and product and engineering to ensure a unified customer experience throughout the lifecycle. Responsibilities include designing, deploying, optimizing, migrating, and troubleshooting Cisco products and solutions using technical expertise, AI and automation, and strategic guidance, ensuring optimal performance and customer satisfaction. The position serves as a focal point for proactive problem resolution, delivering timely support across Cisco and third-party technologies, and develops technical content and guidance to support customer engagements, drive solution adoption, and enable customer self-sufficiency in partnership with Customer Success. Additionally, the role creates customer-facing documentation aligned with CX standards, leverages AI and automation to enhance delivery efficiency and innovation, and increases personal productivity by focusing on high-impact work. The position also involves developing vertical market expertise to translate customer business needs into technical solutions, building knowledge of vendor and competitor products to ensure interoperability and optimization, and contributing to knowledge sharing and the development of digital intellectual capital, including documentation templates and automation artifacts to improve Cisco's delivery methodology and processes.
Your Impact:
- Leads execution of advanced, multi-area solutions and deliverables
- Applies technical expertise across domains, advising on end-to-end solutions
- Typically impacts within assigned theater, while building sphere of influence outside of assigned theater
- Builds strong, trust-based customer relationships
- Aligns solutions with customer goals, lifecycles, and challenges, leveraging business context (including E2E plan) to shape recommendations
- Uses a consultative approach to nurture relationships, overcome challenges, and secure next steps with customers and partners
- Adjusts strategies based on multiple feedback sources and performance insights to drive innovation and maximize customer outcomes (e.g., deployment, adoption, expansion)
- Leads strategy, deployment, and optimization of Cisco services and solutions, ensuring alignment with customer goals
- Reviews and approves designs and deliverables (including input to customer's hardware and software roadmap), using AI to inform decisions and automate impact assessments
- Establishes documentation best practices, driving technical accuracy, clarity, and stakeholder alignment
- Integrates emerging AI and automation methods into delivery practices
- Builds customer simulations and supports escalation for complex technical issues
- Demonstrates expertise across technologies, developing specialized insight in a sector or domain (e.g., Healthcare, BFSI) to benefit a broad customer base, and implementing Resilience and Security by design into all deliverables
- Leverages advanced knowledge of software programmability, automation, orchestration, virtualization, DevOps and AI Ops to drive adoption and expansion
- Educates a range of stakeholders on technological innovations and transfers knowledge to customers, enabling them to independently manage and optimize Cisco solutions
- Manages knowledge repository, developing intellectual capital, best practices, deployment guides, and playbooks for reuse; leads and contributes to technical documentation
- Uses competitive market insights to differentiate Cisco solutions and drive innovation
- Leverages AI to optimize complex workflows and reduce operational overhead, identifies opportunities for broader team adoption and ensures AI-informed work meets high standards of accuracy
- Strengthens customer relationships and trust through co-creation, negotiation, and framing choices in terms of risk and return
- Takes end-to-end responsibility for the success of customer solutions and leads collaboration across internal teams (e.g., other CEs, TCE, and TAC stakeholders, sales teams on pre-sales activities) and external stakeholders
- Applies business and financial acumen to assess solution value, considering metrics that matter to technical buyers
- Collaborates across CX Delivery, Adoption, and SE or account teams and interfaces with customers regularly Builds leadership presence through regular customer engagements and by participating in industry events such as Cisco Live and IETF forums
- Actively mentors junior CEs, contributing to their development and strengthening team performance through knowledge sharing and support.
Minimum Qualifications:
- Bachelor’s degree with 7 years of related experience, Master’s degree with 4 years, PhD with 1 year, or equivalent relevant work experience.
- Professional-level networking certification (e.g., CCNP) or equivalent, along with a relevant DevOps or programmability certification (e.g., Cisco DevNet).
- Extensive hands-on experience leading customer engagements across SD-WAN, Software-Defined Access (SDA), and Wireless technologies, including solution design, deployment, optimization, and troubleshooting.
- Hands-on experience designing, deploying, migrating, optimizing, and troubleshooting Cisco solutions across multiple technology domains.
- Working knowledge of software programmability, automation, orchestration, and AI-driven operations to improve solution delivery and operational efficiency.
- Proven experience in customer-facing technical engagements, translating business requirements into technical solutions and collaborating with cross-functional teams.
- Experience developing technical designs, deployment guides, and customer documentation, with the ability to transfer knowledge and mentor junior engineers.
