Job Description

The Customer Engagement & Experience role proactively collaborates across functions-including Customer Success, Sales, Support, and product and engineering teams-to ensure a unified customer experience throughout the lifecycle, effectively managing time, communications, and expectations. Serving as a technical liaison between customer environments and Cisco product teams, the role provides feedback to influence product evolution and ensure compatibility with real-world use cases. In Solution Delivery & Technical Execution, this position is responsible for designing, deploying, optimizing, migrating, and troubleshooting software-based solutions that extend or enhance Cisco products for seamless integration with customer environments and third-party systems. It serves as a focal point for proactive problem resolution, offers timely support across Cisco and third-party technologies, and leverages deep software engineering expertise-including scripting, middleware development, and CI/CD pipelines-to automate deployments, streamline operations, and drive innovation in customer engagements. The role also develops and reviews technical deliverables to support customer engagements, enabling knowledge transfer and long-term customer self-sufficiency, while leveraging AI and automation to enhance delivery efficiency, innovation, and customer outcomes. Additionally, in Strategic & Market Insight, the role develops vertical market expertise to better translate customer business needs into technical solutions and builds understanding of vendor and competitor products that work alongside Cisco solutions to ensure interoperability and optimization. For Innovation & Intellectual Capital, the role builds and maintains reusable software tools, APIs, and automation frameworks to support scalable delivery and accelerate time-to-value for customers, while contributing to digital intellectual capital by documenting software solutions, sharing best practices, and mentoring peers in software delivery excellence.

What you'll do

• You may work on advanced software solutions and contribute to strategic projects, executing implementations and creating and reviewing deliverables.
• In this role, you will grow your expertise across Cisco products, often deepening your knowledge in one architecture domain, and develop an understanding of vendor capabilities that work alongside competitor products.
• Your impact will extend within your team and across other teams in your assigned theater. You will engage directly with customers, building trust and rapport through solution discussions that demonstrate your understanding of business priorities, including the E2E plan, and clearly connect how proposed software solutions address customer needs.
• You will support customer Executive Briefings and QBRs, gathering insights to refine deliverables and project approaches.
• Focusing on long-term customer outcomes, such as adoption and expansion, you will engage in activities like guiding pilot implementations, performing implementation and integration work, and solving for advanced product use cases and customer outcomes. •You will develop consulting recommendations on the use of middleware prototypes and automation frameworks for integration and interoperability across Cisco and third-party systems.
• By actively leveraging existing Cisco AI tools, you will achieve significant efficiency in day-to-day tasks such as writing deliverables, streamlining migrations, and updating configurations, while ensuring the accuracy of AI results and outputs.
• You will create and review project deliverables aligned to CX standards and contribute to new implementation techniques and methodologies.
• Additionally, you will provide insights on product and software vulnerabilities, advise customers on product issues, and build complex lab setups to resolve diverse technical problems.
• Demonstrating technical expertise in software architecture, integration, and platform engineering, both with Cisco and other vendors as needed for migration and integration, you will identify middleware or other technical gaps and integration opportunities.
• You will leverage your working knowledge of software programmability, automation, orchestration, virtualization, Agile, and DevOps to optimize the delivery of software-based solutions.
• Your work will include integration and automation solutions beyond your primary expertise, and you will explain complex integration concepts to both technical and non-technical stakeholders.
• You will share insights from customer engagements, apply reusable patterns across Cisco and third-party systems, and enhance knowledge management, technical documentation, and the continuous improvement of Cisco products and solutions.
• By proactively analyzing and scanning the competitive landscape, you will identify potential opportunities for innovation and AI transformation.
• You will effectively integrate AI into daily workflows to automate recurring tasks, such as data collection and formatting, and you will validate and refine AI outputs to ensure quality.
• Acting as a trusted advisor, you will help customers understand decisions and recommendations, communicate technical issues, and negotiate schedule changes and shifting outcomes with clients.
• You will expand collaboration across Cisco, vendors, and partners to deliver a consistent and unified approach, and you will support and collaborate with TAC and other stakeholders on CAP case resolution, secure coding, automation, and integration practices.
• Typically, you will interact with the Sales team, individual contributors, managers, and customers.

Minimum Qualifications

Bachelors + 5 years of related experience, or

Masters + 3 years of related experience, or

PhD + 0 years of related experience, or

equivalent relevant work experience

Professional level (e.g., CCNP) or equivalent relevant certification expected

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.