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Solution Architect AST Strategic Services Engine

Cisco Systems Inc.
Miami, FL 33128
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We are seeking an experienced Customer Experience (CX) Solution Architect to enable endeavors for the Strategic Services AST practice in the CX Centers.

The Strategic Services AST team leads PDI innovation and optimization in CXC by enabling standardization of custom work, introducing optimized and repeatable delivery processes, automating, and driving IT system changes. Deliver customer value faster (decreased delivery time, decreased manual effort) and with higher quality.

We scale our deliverables with intent to standardize, monetize, and transition new capabilities to Proactive Services, decreasing time to serve while increasing the health of the business through margin improvement and business growth.

The AST engine scope includes Delivery Strategy (Delivery Methodology, Prioritization, Roadmaps), Demand & Expectation Management, Escalation Management, Performance Management, Continuous Service Improvement, Financial / Cost Management, Relationship Management, and Sales & Marketing Support.

The Strategic Services Engine is organized into Lines of Business and the Practice. The lines of business focus on the content. As the Consulting Engineer of the Strategic Service AST practice, you will focus on

    • Intellectual Capital Development: Expected to lead intellectual capital development and management efforts.
    • Process Leadership
    • Technical Leadership
    • Lead Standardization Efforts
    • Lead Transparency and Inclusion Efforts
    • Strategic Services: Required to (1) position, architect, identify, deliver, and improve service solutions, (2) lead, participate, and support worldwide collaboration with the delivery practice/ CX Product teams and cross-functionally with other Cisco groups, (3) create and setup new standards, templates, methodologies, best practices, delivery frameworks, readiness review, etc.,
    • New Service Development
    • Current Service Improvement
    • Service Retirement
    • Service Strategy Guidance
    • Technical Leadership: Required to lead and collaborate with peer solution architects, and practice technical leaders to identify, prioritize, and address salient issues. Visibility and transparency for leadership efforts demonstrated through:
      • Lead Collaboration Efforts
      • Transparency
      • Creativity and Analysis
      • Business Acumen
    • Delivery: A range of demands for Plan, Design, Implement of services by a Solution Architect will include performing all the relevant services independently, leading indirectly a team of engineers within the organization as well as influencing across multiple technical disciplines where architectural and total solution perspective is required through:
      • Project and Services Lifecycle
      • Delivery Readiness Review
      • Architectural Expertise
      • Teamwork
      • Subject Matter Expertise
      • Mentoring: Should provide mentoring for the development for peers and junior engineers. Should provide technical mentoring for other technology practices, customers, and partners. Should not hesitate in manage-up mentoring.

Who you will work with:

    • Customers - Interacts with Cisco's customers working within an extended cross-functional team including project manager and account team members (Products and Services Sales; Systems and Consulting Systems Engineers).
    • Internal and External Teams - Works, with both internal and external teams, to come up with ways to optimize processes, and to improve productivity using automation wherever possible

Who you are:

Technology & Architecture:

    • Experience in developing end-to-end solutions with both Cisco and selective third-party components. Given a set of business requirements, can provide a complete technical solution for medium to large enterprise of moderate complexity
    • Deep technical expertise in one or more technology domain with demonstrated expertise in one or more of the following areas Requirements gathering, High/Low Level Design, Implementation planning etc.
    • Proven experience in design and implementing architectures & solutions across various Customers environments
    • Fluency in a wide range of information technologies such as routing and switching (Enterprise / SP), security, infrastructure applications, voice, content networking, wireless, etc.
    • Fluency in design principles (availability, adaptability, scalability, dependability (MTBF application), modularity).
    • Fluency in operational disciplines (systems management, systems monitoring, change management).
    • Experience with developing solutions and end-to-end architectures. Given a set of business requirements, can provide a complete technical solution for medium to large enterprise of moderate complexity.
    • Ability to grasp complex design concepts quickly and be able to provide the right solutions to the clients.
    • Critical Thinking able to assess, review, provide constructive feedback about the proposed solutions
    • Integration Driven demonstrate the mentality for multi technology facets integration

Delivery Excellence and Customer Experience:

    • Generate Customer Experience by earning the trust advisor role through genuine Customer Obsession.
    • Business insight - ability to tie services strategy to overall business strategy and sales strategy, linking service performance and impact to financials, can specify outcome in tangible metrics and measures (key performance indicators)
    • Intellectually curious with insightful product instincts, creativity, and ability to channel multiple points of view.
    • Able to quickly develop relationships and credibility with senior management and maintain those relationships for the duration of the project lifecycle and beyond
    • Has clarity on Project Lifecycle Management and strong Process Orientation leading to quality and customer satisfaction outcomes.
    • Is equipped to manage stakeholders and customers in a complex and high-touch delivery environment. Has competence in managing customer and stakeholder relationships.

Organizational Impact:

    • Strong commitment, enthusiasm and drive with the ability to work through conflicting pressures and priorities
    • Built and articulated business cases in support of incremental business outcomes.
    • Practiced and executed enabling and mentoring frameworks to drive growth in the learning and development space across a team.
    • Track record of thought leadership through writing technical white papers, presenting at company events, and in selected areas of technical/ professional expertise.
    • Transform propositions through powerful communication, both verbal and written. Ability to present visually, drive communication in the context of solution storylines, and draw executive attention in conversations.
    • Manage conflicts with balance and maturity and bring convergence on key issues
    • Successful track record in an industry or horizontal solution area
    • Ability to work in cross-functional teams contributing effectively for collective successes.

Qualifications and Certifications:

    • Requires BS/BE/B.Tech degree or equivalent. MS degree preferred.
    • 12 years of related experience in IT industry.
    • Minimum of 6-8 years working experience in IT consulting, systems integration or IT role.
    • CCIE in any discipline R&S / SP / Security / Wireless or number of years of relevant experience exhibiting qualities described above.
    • Working Knowledge in Quality Systems and Industry Standards with preferred certification in process areas (ITIL/ TOGAF/ ISO, etc)
    • Excellent command of English is a must, additional language is preferred


    • Communicates effectively.
    • Customer obsessed
    • Strong customer relationship skills

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) And only about hardware, but were also a software company, security company, a blockchain company, and a AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and we difference to heart. Because without diversity of thought and a commitment 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!

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.


Posted: 2021-02-17 Expires: 2021-03-20
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Solution Architect AST Strategic Services Engine

Cisco Systems Inc.
Miami, FL 33128
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