Customer Delivery Engineering Technical Leader

High Level Role Description

• Leads customer delivery engagements and/or provides critical issue support for large scale solutions and complex issues through deep technical expertise.
• Provides leadership capabilities and insight for creation and sharing of intellectual capital, influences the Engineering team to improve products, actively mentors and develops others.
• Inspiring leader; collaborates multi-functional with internal customers to showcase the value of Cisco services and solutions to customers.
• Drives customer technology transitions, influencing solution architectures and services
• Builds customer simulations to resolve/validate complex problems and compatibility issues
• Leads creation and dissemination of technical collateral, intellectual capital, documentation, and knowledge transfer
• Provides technical expertise and critical issue support in documenting and resolving technical problems found in products and solutions.
• Mentors and develops others
• Individual contributor
• Additional scope for Professional Services Technical Leaders is as follows:
• Based on project requirements, consult and work with customers and Cisco partners to plan, design, install, configure, integrate and/or optimize Cisco's suite of products, services to accelerate business outcomes
• Supports presale activities and translate business requirements into solution design Additional scope for Support Services Technical Leaders is as follows:
• Actively works with the Engineering teams for addressing systemic product issues along withdriving usability and serviceability concerns.
• Drives and facilitates NPI delivery for product and feature updates

Decision Making/Impact

• Connects with Cisco internal team members, customers and partners across functions and boundaries to achieve significant results.
• Earns the confidence of Cisco leaders and customers and is able to use the confidence to achieve results.
• Demonstrates global, multi-functional leadership at Cisco and some industry wide exposure.
• Trusted Advisor to the Engineering team to improve product and solution features, updates and roadmap
• Directly influences the achievement of customer, operational, program or service objectives.
• Improves CX Services and help to grow the business.

Role Specific

• Contribute effectively to the areas of Customer Problem Resolution; Innovation; Engineering Engagement; Intellectual Capital; Talent Development
• Actively mentors and develops others.
• Leads the creation and sharing of intellectual property (content, training) including digital intellectual property (e.g., scripts, software assets) in the most productive manner for various audiences, customers and industry forums.
• Proactively interacts effectively with Engineering to solve complex problems, identifies serviceability issues and drives resolution of the issues with Engineering and other organizations. Advises and influences the Engineering team to drive product and solution features, updates and roadmap.
• Provides technical expertise and guidance to resolve complex customer problems in support of critical issues.
• Owner and keeper of our culture.
• Continuously learning and strengthening technical skills for relevant technical domain and adjacent technologies and disseminating gained expertise.
• Actively works with the Engineering teams for addressing systemic product
• issues along with driving usability and serviceability concerns.
• Drives and facilitates NPI/TOI delivery for product and feature updates

Scope

• Interfaces internally and externally with customers, senior leadership, other
• Engineers, Partners, field personnel, CAP Managers. Substantial interaction

with internal engineering departments and product organizations. Initiates and consults on original and creative efforts that are key to the organization's success.
Complexity

• Is a technical expert in end-to-end architectures. Able to perceive and
• apply creative industry knowledge and trends. Demonstrated track
• record of technical excellence, influence on product or software
• development, and creative solutions to high impact customer issues.
• Applies advanced technology principles, theories, and concepts and
• contributes to the development of new principles and concepts.

Results

• Recognized as a cross architectural technical expert and leader
• Independently applies knowledge and experience in creating solutions for
• customer outcomes.
• Solves extremely complex problems where analysis requires in-depth
• evaluation of factors including third party products with imaginative and
• innovative solving and experimentation as well as evaluation of
• intangible variables. Problem solving requires originality and ingenuity
• gained during career to provide innovative solutions.

Expertise

• Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 12+ years related experience.
• Expert level (e.g., CCIE) or equivalent relevant certification desired.
• Has moderate to advanced knowledge of software programmability, automation, orchestration, virtualization, and/or security
• Actively applies critical thinking to function effectively in ambiguous circumstances.
• Successfully influences the opinions and decision-making of others internally at the executive level and externally with customers.
• Communicates complex ideas, anticipates potential objections, and persuades others, often at senior levels, to adopt a different point of view.
• Shape CX Services, products, and solutions by combining technical expertise with business insight.

Leadership/ Autonomy

• Translate high level objectives into results.
• Assignments are often self-initiated.
• Determines and pursues courses of action necessary to obtain desired results. Work checked through consultation and agreement with others including management.
• As a recognized technical expert, provides guidance to Services engineers, managers, and other internal departments.
• Acts independently to determine methods and procedures on new or special assignments.
• May supervise, co-ordinate and facilitate the activities of others and may lead large scale projects with potentially enterprise impact.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.