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.
What You’ll Do:
•Works on advanced solutions and strategic projects
•Grows expertise across Cisco products, deepening expertise in one architecture domain, and understands vendor capabilities that work alongside competitor products
•Impact within team and other teams in assigned theater
•Engages directly with customers; builds trust and rapport
•Engages in solution discussions with customers, demonstrating knowledge of business priorities and using insights from their existing install base and E2E plan to connect proposed solutions to their needs
•Supports customer Executive Briefings and QBRs, gathering insights to refine deliverables and project approach
•Focuses on long-term customer outcomes such as adoption and expansion through a range of activities (e.g., implementation / integration work, solving for advanced product use cases, solving for customer outcomes)
•Develops consulting recommendations that align customer needs with future-state outcomes
•Actively leverages existing Cisco AI tools to achieve significant efficiency in accomplishing day-to-day tasks such as writing deliverables, streaming migrations, updating configurations, etc., all while validating accuracy of AI results/outputs
•Creates and reviews project deliverables aligned to CX standards; contributes to new implementation techniques and methodologies
•Creates customer-facing documentation for complex solutions, ensuring technical accuracy; collaborates with internal teams to deliver and maintain content
•Provides insights on product and software vulnerabilities, advising customers on product issues and builds complex lab set-ups to resolve diverse
•Demonstrates expertise across a range of technologies and delivery methods (both Cisco and other vendors as needed for migration and integration)
•Leverages working knowledge of software programmability, automation, orchestration, virtualization, Agile and DevOps to optimize project outcomes
•Explains complex technical concepts to diverse audiences and transfers knowledge to customers to ensure effective use of products and solutions
•Contributes to knowledge management, technical documentation, and continuous improvement of Cisco products and solutions
•Proactively analyzes and scans the competitive landscape to identify potential opportunities for innovation and AI transformation
•Effectively integrates AI into daily workflows to automate recurring tasks (e.g., data collection, formatting), validates and refines AI outputs to ensure quality
•Acts as a trusted advisor, helping customer to understand decisions and recommendations, communicating technical issues, negotiating schedule changes and shifting outcomes with clients
•Expands collaboration across Cisco, vendors and partners to deliver a consistent and unified approach
•Supports and collaborates with TAC/other stakeholders on CAP case resolution
•Typically interacts with 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.