Description
The Customer Experience Engineer works closely with customers to create value, drive adoption, and support renewals, while collaborating with cross-functional teams to ensure a unified customer experience. Key responsibilities include designing, deploying, optimizing, migrating, and troubleshooting Cisco products and solutions using technical expertise, AI, and automation.
Key responsibilities:
- Leads execution of advanced, multi-area solutions and deliverables
- Applies technical expertise across domains, advising on end-to-end solutions
- Builds strong, trust-based customer relationships
- Aligns solutions with customer goals, lifecycles, and challenges
- Uses a consultative approach to nurture relationships and secure next steps
- Adjusts strategies based on multiple feedback sources and performance insights
- Leads strategy, deployment, and optimization of Cisco services and solutions
- Reviews and approves designs and deliverables
- Establishes documentation best practices
- Integrates emerging AI and automation methods into delivery practices
- Builds customer simulations and supports escalation for complex technical issues
- Demonstrates expertise across technologies
- Leverages advanced knowledge of software programmability, automation, orchestration, virtualization, DevOps, and AI Ops
- Educates stakeholders on technological innovations and transfers knowledge to customers
- Manages knowledge repository and develops intellectual capital
- Uses competitive market insights to differentiate Cisco solutions
- Leverages AI to optimize complex workflows and reduce operational overhead
- Strengthens customer relationships and trust through co-creation and negotiation
- Takes end-to-end responsibility for the success of customer solutions
- Collaborates across internal teams and external stakeholders
- Applies business and financial acumen to assess solution value
- Builds leadership presence through regular customer engagements and industry events
- Mentors junior engineers
Minimum qualifications:
- Bachelor's degree + 7 years of related experience, or Master's degree + 4 years of related experience, or PhD + 1 year of related experience
- Professional-level certification (e.g., CCNP) or equivalent and certification in DevOps (e.g., Cisco DevNet)