1+ months

Technical Consulting Engineer Collaboration (Korean)

Cisco Systems Inc.
Dalian, Liaoning
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Why Cisco?


We change the world, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.




What You'll Do


The Technical Consulting Engineer (TCE) is a technical sales professional who provides high level technical support and guidance to customers, partners and Cisco Sales. Collaborates with the requester to recommend and develop appropriate customer solution offerings.




The TCE is familiar with a wide variety of products and technologies and is a specialist in at least one Architecture where the majority of their time will be spent. The TCE shares knowledge and best practices throughout the GVE Community.




Most engagements are handled via virtual tools (WebEx, Telepresence, phone, etc). The TCE works in a pooled fashion supporting requests from Korea or Globally.




Reports To: SEM


Metrics: Response time/Case Keep Rate/Customer Satisfaction/Service Upsell


Qualifications: Experience in markets where Cisco competes. Desired Technical sales experience as a Systems Engineer or equivalent.




Key Responsibilities:


Identify Opportunities


Look past the initial request intended to clarify and confirm the requirements before focusing on an accurate response and identify if there are opportunities to upsell or cross sell.




Qualify Opportunities


Use good judgement to assess the Request and uncover the true scale, business need and timescales of opportunities. And upsell the current engagement to a SE As A Service (SEaaS) engagement.




Develop and Present Solutions


Develop Bill of Materials (BOMs) and answer highly complex product inquiry from the customers. Assist in addressing technical response to RFPs and the technical elements or approach for the proposal, including products, solutions, software, and services.




Leverage High Value services: Demos (dCloud) and Design Assistance






Work with VSAMs, Field personnel, & Cisco partners to successfully resolve all customer questions to aid in the closure of a Sales Opportunity.




Personal and Organizational Development


Passion for helping others. Perform specialized training on SME products as requested.


Help new product/services launch.


Time management.




Queue Management


Case handling Prioritize cases as suggested by GVE AI based case assignment algorithm Skill Based Routing


SLA Assure Response to Requester time is met.


Monitor practice queue & provide feedback as issues arise.




Practice Excellence:


Become the SME achieve Deep dive technical expertise within Specialization.


Practice Performance contribute to the development of the practice.


Ability to anticipate / gather / consolidate trends and communicate to Architecture Lead.


CSAT Encourage survey participation and follow up when LSFU is encountered.


All requests must have existing Case and if needed a Deal ID.






Technical Excellence:


1. Performs & represents the network design activities with minimal assistance, effectively engages extended team for support.


2. Strong knowledge of/and fluency in articulating; features, functions, benefits, and positioning of Cisco products, technologies, and services in reference to industry. Ability to apply this knowledge to address customer/partner network requirements.


3. Lead discussions concerning direct comparisons of Cisco's products and technologies against the competition specifically relating to design strategies.


4. Exposure to Remote Support and Collaboration processes/methodologies --- preferred.


5.Cisco Architecture & Technology Knowledge:


a.    Candidate must be familiar with Ciscos Collaboration portfolio including Collaboration voice and video infrastructure (CUCM, Unity Connection, Gateways, Expressway) and endpoints, conferencing solutions (Cisco Meetings Server, TMS), Cloud Solutions (Webex, Webex Teams) and Contact Centre Express for mid-sized call center opportunities.


b.    Must be comfortable in pitching the business benefits of Collaboration solutions, requirement gathering and designing solutions to address customers business needs.


c.    Must be comfortable demonstrating capabilities of Webex platform and room devices.


d.    Must be familiar with Collaboration Flexplan, Workspace and user connect licensing models.


e.    Ability to upsell and cross sell products across Collaboration architecture.


6.Good understanding of IP Routing fundamentals and LAN Switching.




Who You Are


Basic Qualifications:


1 to 2 years of experience with IT infrastructure


1 to 2 years of design & implementation experience


Customer facing experience within presales or consulting


Presentation and communication skills both in Korean and English


Demonstrated ability to adapt to new technologies and learn quickly




Technical Qualifications (must have good skill set in 2 of the following or more):


Experience on Cisco Collaboration Infrastructure 


Experience on Cisco Collaboration Endpoints and Room devices 


Experience on Cisco Webex Technologies


Experience on Cisco Contact Center Solutions




CCNA Collaboration /CCNP Collaboration Certifications (Required)




Posted: 2019-08-26 Expires: 2019-10-26

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Technical Consulting Engineer Collaboration (Korean)

Cisco Systems Inc.
Dalian, Liaoning
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