Customer Delivery Technical Leader - Collaboration

Cisco Systems, Inc.; New York (NY); On-site; USD 155,000 - 196,000; Full time

Job summary

Cisco Systems, Inc. is seeking a Customer Delivery Technical Leader in New York. This role involves leading technical engineering efforts and ensuring success for Cisco products and technologies with a global financial client. Candidates should have significant experience in Cisco collaboration technologies and customer engagement.

Benefits

Medical, dental and vision insurance

401(k) plan with matching contribution

Flexible vacation time off policy

Paid time off to volunteer

Qualifications

• 7+ years in customer-facing service delivery roles.
• Comprehensive experience with Cisco collaboration products and technologies.
• Demonstrable record of using subject matter expertise to lead engineering projects.

Responsibilities

• Act as a trusted technical advisor and provide escalation support.
• Lead customer delivery engineering engagements for large scale solutions.
• Advocate for relevant technologies ensuring alignment with customer success.

Skills

Customer engagement

Technical leadership

Problem solving

Education

Bachelor's degree in relevant field

Tools

Cisco Unified Communications Manager

Cisco Jabber

Webex

Job description

Customer Delivery Technical Leader - Collaboration

Location:

New York, New York, US

Alternate Location

None

Area of Interest

Customer Experience

Compensation Range

155300 USD - 195700 USD

Job Type

Professional

*None

Job Id

1441656

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 in their network.You’ll be a key part of Cisco CX’s adoption and customer success efforts as we seek 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 the 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 and execute proof of concept/value engineering work for Cisco enterprise networking products and technologies. Lead the creation and dissemination of technical collateral, intellectual capital, documentation, and conduct knowledge transfer as required.

Stakeholder Management - Build and maintain key relationships with customer stakeholders to ensure a best-in-class customer experience.

Minimum Qualifications

Experience: 7+ years in customer-facing service delivery roles

Expertise: comprehensive experience with Cisco collaboration products and technologies including Cisco Unified Communications Manager, Unity Connection, voice gateways and IP phones; Cisco Room devices, telepresence and business video; Cisco Jabber and Webex clients; Cisco IM and presence capabilities; route / switch support for collaboration including QoS and PoE; third-party application integration with Cisco Unified Communications.

Technical Leadership: demonstrable record of using subject matter expertise to lead engineering projects.

Problem Solving: clear ability to analyze, isolate, and resolve issues in a way that contributes directly to customer success.

Preferred Qualifications

Experience working with Cisco enterprise collaboration at a global systemically important bank (G-SIB)

Cisco on-prem calling to Webex cloud calling migrations

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

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of 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, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is 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. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees haveaccess to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days ofvacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Offpolicy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours ofunused sick timewill be carried forwardfrom one calendar yearto the nextsuch that the maximum number of sick time hours an employee may have available is160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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