Solutions Engineer (Customer Experience)

Overview

Customer Experience Solutions Engineer in Bangalore, India, acting as the technical authority for Cisco's CCaaS and CX architecture, supporting sales and customer engagement.

What you'll do

• Lead technical discovery and architect proof of values that demonstrate business value and competitive advantage of Cisco's solutions.
• Serve as the go-to authority for the Cisco Contact Center ecosystem, articulating its vision, strategy and technical details from omnichannel routing to AI-driven agent assistance, to audiences from engineers to C-suite executives.
• Partner with customers to understand their business goals, designing and validating solutions that deliver measurable success and operational excellence.
• Partner with Account Managers to provide domain expertise needed to win strategic opportunities.
• Mentor and enable the broader SE community in India on CCaaS, AI, WFM and QM technologies.
• Provide real-world India market insights as feedback to Cisco's global engineering and business units to influence product direction.

What you'll need

• 5+ years of experience in a pre-sales engineering or a similar deep technical role.
• 5+ years of broad and deep technical knowledge in CCaaS architectures, omnichannel routing, and contact center operational workflows (including on-premises and cloud deployments).
• Demonstrated experience designing and implementing solutions that leverage AI for customer engagement (e.g., virtual agents, sentiment analysis, automated self-service optimization).
• Demonstrable experience building and maintaining positive relationships with customers and partners in the India market.
• Excellent communication and presentation skills.
• Bachelor's degree in Computer Science, Engineering, or a related field.

Nice to have

• Experience with CRM, WFM and QM solutions.
• Strong understanding of automation, APIs, and programmability (JavaScript, Python, REST APIs) within the CCaaS domain.
• Recognized as a subject matter expert (SME) with a reputation for technical excellence; experience in public speaking and writing technical content.
• Relevant industry certifications (e.g., CCIE Collaboration, Cloud Architecture certifications from AWS/Azure/GCP).

Details

• Location: Bangalore, India.