Description
Serves as a senior technical expert, leading the resolution of high-impact technical escalations and advocating for systemic improvements that enhance long-term customer outcomes.
Acts as a strategic customer advocate by deeply understanding customer environments and aligning Cisco’s solutions to deliver measurable business value.
Drives innovation and technical transformation, including the integration of AI and automation, through the development of intellectual capital, scalable tools, and architectural guidance that shape service delivery and product direction.
Leads cross-functional initiatives, partners closely with Engineering, and influences executive decision-making to align CX operations with Cisco’s strategic goals.
Mentors and develops talent, fosters community engagement, and promotes a culture of continuous improvement across the technical consulting engineering organization.
Your Impact
- Operate as a senior technical expert across multiple technologies, leading high-impact escalations and initiatives that span teams and architectures.
- Act as a senior escalation point for urgent customer issues, managing situation rooms and catastrophic outages with urgency and precision.
- Build deep understanding of customer environments and pain points, advocating for systemic fixes and long-term solutions while ensuring alignment with Cisco’s services.
- Drive systemic improvements by translating technical challenges into actionable enhancements for support, engineering, and delivery teams.
- Develop and scale intellectual capital through internal and external documentation, training, automation assets, and enablement content.
- Mentor and coach TCEs, lead trainings, hackathons, and foster technical community engagement.
- Optimize delivery within a technology domain by leveraging emerging AI tools for automation, simplification, and knowledge sharing.
- Partner with Engineering and internal stakeholders to close feedback loops, enhance service delivery, and address systemic product issues.
- Lead and participate in case reviews, quality initiatives, and content curation to drive operational excellence and continuous improvement.
- Collaborate across shifts and regions to ensure consistent innovation, issue resolution, and alignment within and across technologies.
Minimum Qualifications Typically requires Bachelor's degree in relevant field with 8+ years of related experience, or Master's degree with 6+ years of related experience, or equivalent related work experience. Expert level (e.g., CCIE) or equivalent relevant certification expected.
Preferred Qualifications
- Proven experience leading high-impact technical escalations and initiatives across teams or regions.
- Deep expertise in multiple Cisco technologies and driving systemic improvements.
- Demonstrated ability to mentor, coach, and develop technical talent.
- Strong skills in developing documentation, training, or automation assets.
- Experience leveraging AI tools to optimize support delivery and knowledge sharing.