Solutions Engineer (Customer Experience)

Cisco Systems, Inc; Karnataka; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Cisco Systems, Inc. in India seeks a Customer Experience Solutions Engineer to own CCaaS architecture and drive transformative CX outcomes. You will serve as the technical authority for India, guiding strategical opportunities and cross-functional teams with deep expertise in AI, WFM, and QM across omnichannel contact centers.

You will mentor peers, shape product direction with insights from the India market, and partner with account teams to win high-stakes opportunities.

Qualifications

• 5+ years in a pre-sales or deep technical role.
• Extensive knowledge of CCaaS architectures and omnichannel routing.
• Experience designing AI-enabled customer engagement solutions.
• Proven ability to build strong customer/partner relationships in India.
• Excellent communication and presentation skills.
• Bachelor’s degree in CS, Engineering or related field.

Responsibilities

• Lead technical discovery and architect advanced CCaaS proofs of value.
• Be the go-to authority on Cisco Contact Center ecosystem for engineers and executives.
• Translate business goals into measurable CX outcomes and architectures.
• Collaborate with Account Managers to win strategic opportunities.
• Mentor the local SE community on CCaaS, AI, WFM and QM technologies.
• Provide insights to product and engineering based on India market feedback.

Skills

CCaaS

Omnichannel routing

AI in CX

Customer engagement

Communication

Education

Bachelor's in CS/Engineering

Tools

CRM systems

WFM tools

QM tools

Job description

Role: Solutions Engineer (Customer Experience)

Location: Bangalore, India

MEET THE TEAM

We are looking for a deep technical authority based in India to join us as a Customer Experience Solutions Engineer. This isn't just about knowing a product; it’s about being the master of the CCaaS domain. You will be the definitive authority who our customers and internal teams turn to for solving the most sophisticated challenges in the India market. If you are a technologist who thrives on deep technical challenges and wants to be the recognized authority in your field, we want to talk to you!

WHY CISCO?

At Cisco, you aren't just selling software; you are architecting the future of customer engagement. Unlike single-point solutions, Cisco offers a unique ecosystem advantage, integrating best-in-class networking, security, and collaboration tools into a unified CX platform. You will become a trusted advisor, delivering measurable business outcomes for India’s most influential organizations.

YOUR IMPACT

As a Customer Experience Solutions Engineer at Cisco in India, you will be the technical authority for our CX architecture. You will act as the driving force behind our most impactful sales, demonstrating undeniable expertise and winning the trust of India's largest enterprises through your deep knowledge of CCaaS, AI, WFM and QM. Your mastery will be the key that unlocks our customers' success and delivers tangible business outcomes. You will have a profound strategic impact, serving as the technical architect of digital transformation for India’s most influential organizations, directly shaping how they engage with their customers at scale.

IN THIS ROLE, YOU WILL:

• 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.

MINIMUM QUALIFICATIONS

• 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).

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.