Description
We are looking for a deep technical authority based in Japan to join us as a Customer Experience Solutions Engineer. This isn’t just about knowing a product; it’s about being the master of the CCaaS domain.
You will be the definitive authority who our customers and internal teams turn to for solving the most sophisticated challenges in the Japanese market. If you are a technologist who thrives on deep technical challenges and wants to be the recognized authority in your field, we want to talk to you!
At Cisco, you aren’t just selling software; you are architecting the future of customer engagement. Unlike single-point solutions, Cisco offers a unique ecosystem advantage, integrating best-in-class networking, security, and collaboration tools into a unified CX platform.
As a Customer Experience Solutions Engineer at Cisco in Japan, you will be the technical authority for our CX architecture. You will act as the driving force behind our most impactful sales, demonstrating undeniable expertise and winning the trust of Japan’s largest enterprises through your deep knowledge of CCaaS, AI, WFM and QM.
Your mastery will be the key that unlocks our customers' success and delivers tangible business outcomes. You will have a profound strategic impact, serving as the technical architect of digital transformation for Japan’s most influential organizations, directly shaping how they engage with their customers at scale.
In this role, you will:
- Drive Technical Leadership: Champion our technical vision within the CCaaS market by partnering with clients to solve complex challenges.
- Master and Promote: Serve as the go-to authority for the Webex Contact Center ecosystem.
- Focus on Customer Outcomes: Partner with customers to understand their unique business goals, designing and validating solutions that deliver measurable success and operational excellence.
- Win as a Team: Partner with Account Managers to provide the critical domain expertise needed to win strategic opportunities.
- Mentor and Scale Expertise: Act as a force multiplier, mentoring and enabling the broader SE community in Japan on CCaaS, AI, WFM and QM technologies.
- Influence Product Direction: Serve as a critical feedback loop to Cisco's global engineering and business units.
Minimum Qualifications:
- 5+ years of experience in a pre-sales engineering or a similar deep technical role
- 5+ years of broad and deep technical knowledge in CCaaS architectures, omnichannel routing, and contact center operational workflows
- Demonstrated experience in designing and implementing solutions that leverage AI for customer engagement
- Demonstrable experience building and maintaining positive relationships with customers and partners in the Japanese market
- Excellent communication and presentation skills
- Bachelor’s degree in Computer Science, Engineering, or a related field.
Preferred Qualifications:
- Experience with CRM, WFM and QM solutions is highly desirable.
- Strong understanding of automation, APIs, and programmability within the CCaaS domain.
- Recognized as a subject matter expert (SME) with a reputation for technical excellence; experience in public speaking and writing technical content.
- Relevant industry certifications