Customer Delivery Architect

As a Customer Delivery Architect, you are the pinnacle of technical and strategic leadership within our ThousandEyes TAM organization.

This role is designed for our most experienced and impactful Sr TAM/Engineers who possess an unparalleled depth of technical expertise, a proven track record of driving strategic customer outcomes, and a passion for mentoring and elevating their peers.

You will be instrumental in shaping the future of our TAM program, leading complex engagements, and acting as a critical bridge between our most strategic customers and Cisco's product and engineering teams.

Responsibilities:

• Lead the strategic engagement and architectural guidance for our most critical and complex ThousandEyes customers.
• Drive transformative outcomes by aligning ThousandEyes capabilities with customer's long-term business objectives and network strategies.
• Cultivate and expand executive-level relationships within customer organizations, serving as a trusted advisor on network observability, performance, and digital experience.
• Influence customer architectural decisions and advocate for ThousandEyes best practices at the highest levels.
• Act as a thought leader and subject matter expert for the entire TAM team.
• Provide advanced technical mentorship, coaching, and guidance to fellow TAMs on complex customer scenarios, architectural challenges, and strategic account management.
• Contribute significantly to the development and evolution of TAM methodologies, best practices, and internal knowledge sharing.
• Serve as the ultimate escalation point for the most challenging technical and strategic issues impacting our top-tier customers.
• Drive rapid resolution, proactive risk mitigation, and ensure transparent, executive-level communication across all stakeholders, both internal and external.
• Function as a primary technical voice of the customer for Product Management and Engineering.
• Proactively identify product gaps, advocate for critical feature enhancements, and drive the resolution of systemic issues that impact the broader ThousandEyes customer base.
• Drive the deepest levels of ThousandEyes adoption and ensure optimal, high-availability deployment configurations within the most demanding customer environments.
• Develop and disseminate advanced architectural patterns and operational best practices for the platform.
• Continuously monitor industry trends, competitive landscapes, and emerging technologies in network observability and digital experience.
• Translate these insights into actionable strategies for ThousandEyes product evolution and customer engagement.
• Expertly manage multiple concurrent, high-impact projects and strategic programs that span across customer accounts, internal teams, and product initiatives.
• Collaborate closely with Sales, Engineering, and other cross-functional teams to identify and capitalize on new business opportunities, influence strategic account planning, and ensure a unified approach to customer success.
• Proactively anticipate and lead the creation of advanced technical documentation, playbooks, and training modules for the TAM team, enhancing collective expertise and delivery consistency.
• Play a pivotal role in the technical interviewing, assessment, and advanced onboarding of new TAMs, ensuring a high bar for technical excellence and cultural fit.

Minimum Qualifications:

• Bachelor’s degree with 12+ years of related experience, Master’s degree and 6+ years of related experience or PhD with 5+ years of related work experience.
• Experience designing Cisco ThousandEyes solutions from planning to implementation.
• Experience designing, implementing, or troubleshooting enterprise or service provider networks using routing protocols such as BGP, OSPF, or EIGRP, and networking technologies such as MPLS, SD-WAN, or QoS.
• Experience deploying, administering, or troubleshooting network infrastructure or applications in at least one public cloud environment (AWS, Azure, or GCP) or hybrid cloud architecture.

Preferred Qualifications:

• Experience managing complex technical escalations involving enterprise customers and coordinating issue resolution with cross-functional teams, including Engineering, Product Management, or Technical Support.
• Experience turning customer business goals into a written technical plan with expected results, risks, and ways to measure customer use.
• Experience designing or guiding solutions that use artificial intelligence or machine learning, including how data is handled and reviewed for responsible use.
• Experience using customer usage or product performance data to identify changes that improve reliability or efficiency.
• Experience mentoring technical colleagues or creating training materials used by a team.
• Experience coordinating delivery with teams in more than one region or business area.
• Experience sharing technical practices through a customer presentation, team session, or industry event.

Benefits:

• Competitive salary
• Opportunities for growth and professional development
• Collaborative and dynamic work environment