Description
The Customer Engagement and Experience Engineer works closely with customers to create value, drive adoption, and support renewals. They collaborate with cross-functional teams to ensure a unified customer experience throughout the lifecycle.
Responsibilities include:
- Designing, deploying, optimizing, migrating, and troubleshooting Cisco products and solutions
- Providing technical expertise, AI and automation, and strategic guidance to ensure optimal performance and customer satisfaction
- Serving as a focal point for proactive problem resolution and delivering timely support
- Developing technical content and guidance to support customer engagements and drive solution adoption
- Creating customer-facing documentation aligned with CX standards
- Leveraging AI and automation to enhance delivery efficiency and innovation
- Increasing personal productivity by focusing on high-impact work
- Developing vertical market expertise to translate customer business needs into technical solutions
- Building knowledge of vendor and competitor products to ensure interoperability and optimization
- Contributing to knowledge sharing and the development of digital intellectual capital
The ideal candidate will:
- Have a Bachelor's degree + 5 years of related experience, or Master's degree + 3 years of related experience, or PhD + 0 years of related experience
- Possess professional-level certification (e.g., CCNP) or equivalent relevant certification
- Be able to work on advanced solutions and strategic projects
- Grow expertise across Cisco products and deepen expertise in one architecture domain
- Engage directly with customers and build trust and rapport
- Support customer Executive Briefings and QBRs
- Focus on long-term customer outcomes such as adoption and expansion