What You’ll Do
Become the trusted technical advisor and Cisco expert embedded within a key customer environment. As a Customer Experience Resident Engineer, you will play a critical role in a Cisco CX-Lead End-to-End Support Model, acting as the primary technical resource responsible for the planning, design, implementation, optimization, and ongoing support of the customer’s Cisco network infrastructure. You will combine the strategic foresight of a Solution Architect with the hands-on execution of a Network Consulting Engineer, ensuring the network’s stability, performance, and alignment with the customer’s evolving business objectives.
Lead Technical Planning & Design
Conduct comprehensive architecture and design reviews, ensuring solutions align with Cisco validated designs, architectural best practices, and the customer’s specific business requirements. Translate complex needs into actionable technical strategies and roadmaps, establishing and upholding design integrity from initial planning through implementation and operation. Drive Implementation & Change Execution: Deliver advanced onsite technical support and leadership. Lead change planning, support rigorous lab testing to validate proposed changes, and ensure the seamless, low-risk implementation of network updates and projects. Provide Technical Support & Troubleshooting: Provide advanced technical assistance by gathering comprehensive case details, contribute to in-depth root cause analysis (RCA) and help facilitate the resolution of complex network issues, always providing critical context regarding architectural and design impacts. Lead Network Optimization & Proactive Management: Leverage digital insights, advanced analytics, and your deep technical knowledge to proactively identify opportunities for network optimization. Implement incident-driven updates and lead initiatives to enhance performance, reliability, and security, ensuring the network is future-ready. Foster Strong Customer Relationships: Build and maintain strong working relationships with key customer stakeholders, acting as their primary technical advocate within Cisco.
Collaborate Across Cisco Teams: Work closely with the Cisco Account Team, TAC, and other CX specialists to deliver a unified and exceptional customer experience, ensuring clear communication and coordinated efforts per the defined support model.
Minimum Qualifications
10+ years of experience in designing, implementing, and supporting complex enterprise or service provider network environments using Cisco technologies.
Demonstrated expertise in several of the following Cisco technology domains: Enterprise Routing & Switching (Catalyst Series, Catalyst Center, SD-WAN), Data Center Networking (Nexus, ACI), Security (ISE).
Proven experience with network architecture, design principles, and best practices.
Strong hands-on troubleshooting (RCA) and network performance tuning skills.
Experience with network change management processes and validation testing.
Excellent communication, presentation, and interpersonal skills, with the ability to explain complex technical concepts to diverse audiences.
Ability to work independently onsite at a customer location full-time.
Relevant Cisco Certifications Desired Skills
CCIE Certification (Enterprise Infrastructure, Data Center) is highly preferred.
Experience working in a Solutions Architect or Network Consulting Engineer role.
Experience with network automation tools and scripting (e.g., Python, Ansible).
Knowledge of Cisco CX portfolio, tools, and methodologies.
Experience leveraging network management tools, analytics platforms, and digital insights for proactive optimization.
Understanding of ITIL processes (Incident, Problem, Change Management).