Customer Delivery Engineering Technical Leader
- Veracruz, Ver.
- Permanente
- Tiempo completo
- Leads customer delivery engagements and/or provides escalation support for largescale 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.
- Thought leader; collaborates cross functionally with internal stakeholders 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 escalation 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 stakeholders 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 stakeholders, 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, cross-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 escalations.
- 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
- 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 troubleshooting 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 programmabilit
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