Quality Engineer

Cisco Systems, Inc.; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Cisco Systems, Inc. is seeking a Customer Quality Engineer (CQE) to act as a strategic authority for our critical customers in Bengaluru.

You will bridge Engineering, Global Supply Chain, and Customer Experience to drive proactive quality strategies and lead high-impact investigations. You will influence executive stakeholders with data-driven insights, oversee field remediation, and partner with design teams to understand product architecture and failure modes.

Qualifications

• Bachelor’s or Master’s degree with relevant experience in Product or Customer Quality Engineering.
• Strong understanding of product architecture and failure mechanisms.
• Experience influencing executive stakeholders with data-driven insights.
• Demonstrated leadership in cross-functional projects.
• Proficiency in statistical modeling and analytics.

Responsibilities

• Develop and drive a customer-centric hardware quality engagement model for strategic accounts.
• Lead monthly external hardware quality performance deep dives with actionable metrics and RCA discussions.
• Coordinate communications on ECO/PCN/Field Notice between Account Teams, CX, Operations, Quality, and Engineering.
• Lead field remediation actions for high-impact network events and implement tailored mitigation.
• Monitor global service depots and networks to minimize risk and downtime.
• Apply statistics and data analytics to identify proactive quality improvements.
• Partner with design engineering to track failure trends and reliability across the install base.
• Provide in-region escalation support and rapid field actions for high-priority issues.

Skills

Strategic quality leadership

Executive stakeholder engagement

Cross-functional collaboration

Advanced analytics

Technical storytelling

Education

Bachelor's degree in Engineering

Master's degree in related field

Job description

Role Summary As a Customer Quality Engineer (CQE) at Cisco, you will serve as a high-level technical authority and strategic partner for our most critical customers. In this role, you will bridge the gap between the Engineering, Global Supply Chain, and Customer Experience organizations. You will be responsible for driving proactive quality strategies as the customer’s advocate, leading high-impact failure investigations, and influencing executive stakeholders through data-driven insights to ensure the reliability and performance of Cisco’s global install base.

Key Responsibilities

• Strategic Quality Engagement: Develop and drive a customer-centric hardware quality engagement model for strategic accounts, ensuring end-to-end visibility and transparency on all quality-related matters.
• Executive Technical Leadership: Lead monthly external hardware quality performance deep dives, providing actionable metrics, comprehensive issue summaries, and expert-level Root Cause Analysis (RCA) discussions for key customer stakeholders.
• Cross-Functional Orchestration: Coordinate complex customer communications regarding corrective and customer mitigation actions (ECO, PCN, Field Notice), serving as the primary liaison between Account Teams, CX, Operations, Quality, and Engineering for these issues.
• Field Mitigation & Remediation: Lead field remediation actions for high-impact events in key customer’s networks. Monitor customer’s in-service and early-life failure activity, and execute tailored mitigation strategies for large-scale, complex network environments.
• Operational Integrity: Implement and track field mitigation agreements, including rigorous monitoring across global service depots and networks to minimize customer risk and downtime.
• Proactive Analytics: Apply advanced statistical methods and data analytics to uncover actionable insights, drive proactive issue identification, and conduct customer site audits to resolve installation and operational challenges.
• Engineering Integration: Partner with quality and design engineering teams to maintain deep, expert-level knowledge of product architecture, failure mechanisms, and quality trends across the customer install base.
• Escalation Management: Provide in-region support for critical escalations, assessing technical impact and executing rapid, effective field actions to resolve high-priority quality issues.

Required Qualifications & Experience

• Education: Bachelor’s Degree in Engineering or related with 8+ years of related experience, or a Master’s Degree or related with 6+ years of related experience.
• Domain Expertise: Extensive, recognized experience in Product or Customer Quality Engineering with a deep understanding of product architecture and complex failure mechanisms.
• Strategic Acumen: Proven ability to analyze the upstream and downstream impacts of technical changes, providing strategic recommendations that improve product performance and reliability.
• Leadership & Influence: Demonstrated success leading multiple high-priority projects and acting as a technical lead in cross-functional, matrixed environments.
• Advanced Analytics: Exceptional ability to apply statistical modeling and data analytics to identify innovative, long-term solutions to persistent quality challenges.
• Communication: Superior ability to influence and align executive-level stakeholders through compelling, data-driven storytelling and clear, professional technical reporting.