Consulting Engineer (UCCE)

  • Location:
    Pune, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Webex (Collaboration)
  • Job Id
    1381317

What You’ll Do 

  • Lead the solution design and translate the customer requirements into technical tracks. 

  • Possess extensive technical knowledge of at least two technology domains plus "one mile wide and one-inch deep" knowledge of other technical, operational & enterprise architecture domains following a 'T' shape model. 

  • Translate business requirements into solution design. Drives customer technology transitions, influencing solution architectures and services.  

  • Participate in services presales activities, Statement Of Work scoping, review and creation, and position value of Cisco as part of a comprehensive outcome-based solution. 

  • Conceptualize (Customer Requirements Document), plan (Implementation Strategy Plan), design (High-Level Design), and advise multi-functional teams across multiple domains.  

  • Trusted Advisor, understands customer market and industry, identifies product and services growth opportunities in the customer. Identifies risks and proposes mitigation plans. 

  • Creatively advocate current and emerging technologies solutions relevant to customer success.  

  • Build & maintain key CX and customer-partner relationships facilitating best-in-class customer experience.  

  • Mentors / develop other Engineers.  

  • Play the role of an individual contributor. 

Decision Making / Impact 

  • Connect with Cisco internal stakeholders, customers, and partners across functions and boundaries to achieve significant results for Customers as well as Cisco's success.  

  • Help improve quality, efficiency, and effectiveness of CX functions/processes/projects delivery.  

  • Trusted Advisor to the Engineering team to improve product and solution features, updates, and roadmap.  

  • Advisor to help customers in achieving business outcomes, operational, program, or service objectives.  

  • Mentorship impacts CX technical communities.  

Role and specific responsibilities 

  • Contribute effectively to the areas of Customer Solution design; Innovation; Engineering Engagement; Intellectual Capital; Talent Development.  

  • Actively mentor and develop other Consulting Engineers.  

  • 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.  

  • Provides technical expertise and guidance to resolve sophisticated customer problems in support of partner concerns.  

  • Continuously learning and strengthening technical skills for relevant technical domains and adjacent technologies. 

  • Avenues for automation ideation; lead and work with a team of software programmers to implement automation ideas for delivery excellence and efficiency.  

  • Consults and works with customers and Cisco partners to plan, design, install, configure, integrate and/or optimize Cisco’s suite of products, services to accelerate business outcomes.  

  • Identify up-sell opportunities and articulates the business outcome value of the combined Cisco services and technology solution proposal. 

  • Advice on renewals opportunities with regards to technology multi-domain aging opportunities and customer business. 

Who You’ll Work With 

CX is a team of extraordinary technical guides whose #1 focus is to deliver a premier customer experience. We help take on the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. 

Who You Are 

Expertise  

  • Requires BS/BE/BTech degree or equivalent with 10 -15 years of shown ability. 

  • Experienced in customer-facing roles including pre-sales and/or service delivery roles.  

  • CCIE desired (Collaboration) with a strong drive for continuous learning. 

  • You can connect technology solutions to business outcomes. Understand Customer business / technical goals and requirements, challenges and translate to solutions using next-gen technologies. 

  • Leader with vision who can showcase the value, Cisco solutions and services bring to Customer business and ensure adoption. 

  • Ability to develop high-level migration and delivery strategies, driving decisions and seeing it through execution effectively and in an efficient manner. 

  • Build technical documents and presentations for technologies and solutions. 

  • Lead Plan, Design, Implementation, migration, or optimization projects for large scale Cisco Unified Communication, Business video and(or) Cisco Collaboration Customer Care(Contact Center) solutions 

  • Deep technical knowledge and understandings of Cisco UC applications such as CUCM, Unity/Unity Connection, CUCME, SRST, UCCX, CER, IM&P, CUBE and Virtualization. 

  • Experience with Contact Center technologies like Agent Desktop, ICM Scripting, CVP Call Studio Scripting, Contact Centre Reporting. 

  • Experience with Cisco Cloud Meetings and Messaging solution – Cisco Webex Centers, Cisco Webex Cloud Connected Audio, Cisco Webex Meetings Server, Cisco Collaboration Meeting Rooms. 

  • Experience in protocols such as H.323, MGCP, SIP, SCCP, Q.SIG, CAS, ISDN PRI. 

  • Experience with UCS B/C series platforms and VMware technologies such as vCenter, vSphere. 

  • Desired knowledge of Collaboration QoS and Collaboration Security. 

  • Understanding of software programmability, automation, orchestration and or virtualization. 

Leadership / Autonomy  

  • Work independently, with guidance in sophisticated situations only.  

  • Can work in sophisticated or unstructured environments.  

  • Provide guidance and training to engineers within global CX organizations. 

  • Drive community engagements.  

Why Cisco 

At Cisco, each person brings their outstanding talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays, and learns, but our edge comes from our people. We connect everything – people, process, data, and things – and we use those connections to change our world for the better. 

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education, and more – from Smart Cities to your everyday devices. 

We benefit everyone - We do all of this while seeking a culture that empowers every person to be the difference, at work and in our communities. 

#WeAreCisco 

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.

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