Customer Delivery Technical Leader - Collaboration

Cisco Systems, Inc.; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

A leading company in technology is seeking a Collaboration Customer Delivery Technical Leader in New York. This role involves providing technology leadership as an onsite expertise for a global financial services customer, aligning Cisco's solutions with their needs and ensuring successful product adoption and customer experience.

Benefits

Paid time off for volunteering

Inclusive employee resource organizations

Qualifications

• 7+ years in customer-facing service delivery roles.
• Experience with Cisco collaboration products and technologies.
• Ability to analyze and resolve technical issues.

Responsibilities

• Serve as an integrated member of the Cisco CX team for customer outcomes.
• Lead customer delivery engineering engagements and provide escalation support.
• Build and maintain relationships with customer stakeholders.

Skills

Customer Engagement

Technical Expertise

Problem Resolution

Tools

Cisco Unified Communications Manager

Webex

Cisco Jabber

Job description

Role Overview

We are seeking a Collaboration Customer Delivery Technical Leader within the CX Global Enterprise Segment Premier organization. You will provide technology leadership as an onsite embedded engineering expert working with a global financial services customer in New York, helping the customer align Cisco products and technologies with their desired business outcomes and integrating Cisco solutions into their network. You will be a key part of Cisco CX's adoption and customer success efforts to deliver the best possible customer experience.

Your Impact

• Outcome Orientation: Serve as an integrated member of the Cisco CX team supporting customer outcome-oriented engineering, implementation, and production support efforts. Provide technical expertise and escalation support in resolving technical problems found in products and solutions.
• Customer Engagement: Lead customer delivery engineering engagements and provide escalation support for large-scale solutions and complex issues. Act as a trusted technical advisor and drive successful adoption of Cisco products and technologies.
• Customer Success and Adoption: Advocate for current and emerging routing and switching technologies, ensuring solutions are relevant to customer success and aligned with Cisco's Validated Designs. Support the introduction of new products, execute proof of concept/value engineering work for Cisco enterprise networking products, and lead the creation and dissemination of technical collateral, documentation, and knowledge transfer.
• Stakeholder Management: Build and maintain key relationships with customer stakeholders to ensure a best-in-class customer experience.

Minimum Qualifications

• 7+ years in customer-facing service delivery roles
• Comprehensive experience with Cisco collaboration products and technologies, including Cisco Unified Communications Manager, Unity Connection, voice gateways, IP phones, Cisco Room devices, telepresence, Cisco Jabber, Webex clients, Cisco IM and presence, route/switch support for collaboration including QoS and PoE, and third-party application integration with Cisco Unified Communications.
• Demonstrable record of using subject matter expertise to lead engineering projects.
• Ability to analyze, isolate, and resolve issues effectively to contribute to customer success.

Preferred Qualifications

• Cisco Certified Internetwork Engineer Collaboration
• Experience working with Cisco enterprise collaboration at a G-SIB
• Cisco on-prem calling to Webex cloud calling migrations

#WeAreCisco (This is the standard and cannot be changed)

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Our passion is connection. We celebrate our employees' diverse backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers, where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, enabling everyone to give their best and be their best.

We recognize our opportunity to unite communities, and at the heart of that are our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. We offer dedicated paid time off for volunteering—80 hours each year—to support causes we are passionate about, with nearly 86% participating!

Our purpose, driven by our people, makes us the worldwide leader in technology powering the internet. Helping customers reimagine applications, secure enterprises, transform infrastructure, and meet sustainability goals is our expertise. Every step we take aims toward a more inclusive future for all. Take your next step and be yourself with us!