Solutions Engineer (Customer Experience)
Cisco · Posted Oct 21
Networking, cloud, cybersecurity, and enterprise IT infrastructure services
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About the role
Cisco's Customer Experience team builds a unified CX platform that integrates networking, security, and collaboration tools, and this role serves as the technical authority for CCaaS architecture in the India market. The position focuses on contact center technologies including omnichannel routing, AI-driven agent assistance, WFM and QM, supporting enterprise digital transformation. The Solutions Engineer leads technical discovery, architects proof-of-values, partners with Account Managers on strategic opportunities, and feeds India market insights back to Cisco's global engineering teams.
What you will do
- Drive Technical Leadership: Champion our technical vision within the CCaaS market by partnering with clients to solve complex challenges. You will lead technical discovery and architect sophisticated proof of values that demonstrate the tangible business value and unique competitive advantage of Cisco’s solutions.
- Master and Promote: Serve as the go-to authority for the Cisco Contact Center ecosystem. You will articulate its vision, strategy, and technical details—from omnichannel routing to AI-driven agent assistance—to audiences ranging from engineers to C-suite executives.
- 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. You are the authoritative voice on the account team.
- Mentor and Scale Expertise: Act as a force multiplier, mentoring and enabling the broader SE community in India on CCaaS, AI, WFM and QM technologies.
- Influence Product Direction: Serve as a critical feedback loop to Cisco's global engineering and business units. Your real-world insights from the India market will directly influence the roadmap and future of our products.
Skills used in this role
What the employer is looking for
- 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 (including on-premises and cloud deployments).
- Demonstrated experience in designing and implementing solutions that leverage AI for customer engagement (e.g., virtual agents, sentiment analysis, automated self-service optimization).
- Demonstrable experience building and maintaining positive relationships with customers and partners in the India 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 (JavaScript, Python, REST APIs) 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 (e.g., CCIE Collaboration, Cloud Architecture certifications from AWS/Azure/GCP).
Benefits and support
- Compensation and benefits are detailed in the job posting
About Cisco
Cisco Systems, Inc. is a worldwide leader in IT, networking, and cybersecurity solutions that transform how people connect, communicate, and collaborate. The company specializes in routing, switching, data center infrastructure, and software-defined networking designed for enterprises of all sizes. Today, Cisco drives major advancements in AI infrastructure, observability, and secure hybrid work platforms.
- Industry
- Networking
- Company size
- 90000+ employees
- Founded
- 1984
- Location
- San Jose, California, USA
- Funding stage
- Public Company
Leadership
Chair and Chief Executive Officer
President and Chief Product Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief People, Policy & Purpose Officer
Executive Vice President and Chief Customer Experience Officer
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