1+ months

Architect Lead - Collaboration

Cisco Systems Inc.
Offsite, RTP
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The Collaboration Architect Lead is a key role within Cisco Customer Success Organization, focused to drive architecture specific offerings across the Ciscos Customer Experience lifecycle success assets. Through technical and business expertise, you will craft the offerings which will enable customers to have the best customer experience in the industry and accelerate their adoption of Cisco Collaboration products/solutions.

As part of this role, we are looking for a specialist across the product domains of Cisco Webex, Cisco Unified Communications Manager Cloud/On Premises, Cisco Hosted Collaboration Solutions and Cisco Contact Center Solutions.

What Youll Do

  • Own a technical use case aligned with the Cisco Collaboration product(s) you support and drive the development and maintenance of the technical content across all the customer success work within that use case: Ask-the-Expert (ATX) assets, Accelerator (ACC) assets and Success Tips (ST) assets.
  • Build key assets (ATX, ACC, ST) and provide critical thinking into crafting all assets across the use case
  • Scale the creation and refresh of your use case assets by collaborating with the Customer Success Specialists joining our team on rotation.
  • Own the asset refreshing of all assets within the owned Use Cases to ensure assets are always technically accurate.
  • Design and plan the lab used by the CSS Community to deliver the assets within your assigned use case
  • Plan the technical enablement sessions to ensure the CSS team is trained on the technology and use case asset work
  • Participate in Early Field Trial (EFT) process and delivery for all work within your use case and be responsible for delivery and improvements to first round of pilot customers.
  • Accelerate customer adoption in Ciscos most critical business areas by working with the CSS team, Product Management, and customer community to identify, define, and share feedback that would aid in prioritizing the use cases
  • Partner with the Digital Transformation & CX Engineering teams to provide feedback that influences a technical working model and platform for lifecycle success assets
  • Participate in and maintain a detailed feedback loop with the CSS team to improve existing lifecycle assets and assemble standard methodologies for all new development

Who You'll Work With

  • Collaboration Product Managers: to provide technical insights and support based on business reviews
  • Customer Success Communities: Customer Success Specialists (CSS), Success Program Managers (SPM) and Customer Success Executives (CSE) to ensure technical training is provided and accurate feedback is collected from the communities
  • Customers: this is a highly strategic, customer-obsessed, and technical role intended to assist our customers with their adoption challenges

Who You Are

Required skills and experience:

  • 4+ years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry standard practices related to domain
  • Detailed understanding of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to tackle business challenges
  • Suggested Cisco technical Certifications: CCNA / CCNP / CCDP/ CCIE or equivalent strongly preferred
  • Suggested Cisco Success Mgmt certifications: Cisco Certified Success Specialist
  • Experience with Cisco DevNet, any DevNet certification strong preferred
  • BS Engineering, Computer Science, Masters preferred

Also:

  • Customer Obsessed: Proactively understands customer needs and aligns architectural and vertical expertise to improve customer value. Ability to operate and work well with customers in a remote / virtual environment
  • Technical Guru: Deep technical knowledge with ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be effectively applied in a customers environment to accelerate customer value. A drive for continued learning in new technologies, functionality, and industry standard methodologies
  • Effective Communicator: Delivers sophisticated information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact
  • Cross-Team Collaborator & Influencer: Works across internal and external teams of all levels to drive results
  • Business Acumen: Clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace
  • Results Oriented: Interest in and validated execution ability with relevant technologies and customer outcomes.

Why Cisco

#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 were old (36 years strong) and only about hardware, but were 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 cant 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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Posted: 2021-05-07 Expires: 2021-07-08
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Architect Lead - Collaboration

Cisco Systems Inc.
Offsite, RTP
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