Meet the Team 

CX Expert Care is a team of elite technical experts whose #1 focus is to help customers operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores. The team is a group of highly skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. “Work hard, play harder” is the motto of the team.

Your Impact 

As a Consulting Engineer (CE) within Cisco Customer Experience (CX), you are a critical customer-facing technical leader responsible for driving customers’ business outcomes and increasing their loyalty and satisfaction through the value of Cisco’s technical services. Working with designated high-demand customers, you will ensure they receive premium-level technical support across every phase of the Data Center technology lifecycle. As the liaison between the customer and Cisco’s support organization, you will track everyone and everything that touches Cisco technical services—assessing the criticality of situations, resolving optimal path to resolution, and communicating directly with customers and partners during high-severity issues. You will review data and analyze trends to identify problems holistically and strengthen customer networks with proactive, analytics-driven solutions. With significant exposure both internally and externally, and collaborating across cross-functional teams to achieve key performance indicators, you will have a genuine opportunity to make a difference in the customer experience.

• Act as the technical focal point for complex Data Center network problem resolution, solve and resolving customer issues end-to-end across Cisco’s Data Center portfolio—including Nexus switching, ACI fabrics, UCS compute, and storage networking—spanning Layer 2/3 network fabric, overlays, virtualization, and compute/storage integration.

• Deliver thorough Root Cause Analysis (RCA) at both the infrastructure and application-interconnect levels, producing detailed technical documentation with root-cause findings, remediation steps, and proactive prevention recommendations, and provide software partner concern referrals for Cisco Data Center platforms (NX-OS, UCS firmware, ACI image bundles) to address critical or recurring problems.

• Continuously monitor and analyze operational trends in the customer’s Data Center environment, collaborating with the High Touch Operations Manager (HTOM) to deliver quarterly technical reviews of findings, metrics, and strategic action plans, and expedite resolution during critical partner concerns by leveraging deep knowledge of the customer’s architecture, operations model, and change-control practices.

• Partner with the Account Team, Cisco TAC, Product Business Unit, and HTOM to coordinate resolution strategies and enhance the quality of services delivered, serving as Lead Engineer across HTTS and TAC teams to drive persistent or recurring issues to full resolution.

• Build and maintain strong customer relationships that drive high satisfaction and retention, provide remote or onsite deployment support for Data Center rollouts, migrations, and fabric expansions—including occasional travel for high-impact engagements—and give to Cisco’s intellectual capital through reusable tools, scripts, and best-practice documentation.

Minimum Qualifications:

• Typically requires a BS in a technical field (CS/EE preferred) plus 10+ years of related experience, or an MS in a technical field (CS/EE preferred).

• Hands-on experience with core Cisco Data Center technologies, including Nexus switches (9K/7K/5K), ACI (Application Centric Infrastructure), and UCS (Unified Computing System).

• Experience with Data Center fabric architectures and overlay/underlay technologies such as VxLAN, EVPN, FabricPath, OTV, LISP, and Data Center Interconnect (DCI).

• Strong working knowledge of TCP/IP, BGP, OSPF, Multicast, STP, HSRP, VRRP, and QoS, including packet-level troubleshooting using tools such as Wireshark.

• Experience with SAN and storage networking (FC/FCoE), virtualization technologies (VMware, Hyper-V, KVM), and Data Center troubleshooting tools such as Nexus Dashboard and UCS Manager/IMC.

Preferred Qualifications:

• Cisco certifications such as CCNP or CCIE Data Center.

• Excellent verbal and written communication skills, including executive-level presentation skills to convey complex solutions to non-technical audiences and help drive business growth and outcomes.

• Self-driven, with strong problem-solving and probing skills and a proven ability to work autonomously to resolve complex technical issues in Data Center networks.

• Understanding of Data Center security, segmentation, and zero-trust architecture.

• Exposure to network management systems (NMS), telemetry, and monitoring tools, with experience following agile methodology for fast solution delivery, testing, and value realization.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. 

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. 

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, develop belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do! 

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!  

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Disclaimer

To ensure that we hire the best talent in the right way, we follow a strict hiring process and recently, Cisco has been made aware of fraudulent recruiters claiming to be from the company. Please be advised that any communication from Cisco about careers will:

• be in direct response to an application you have submitted through the company career site
• begin with screening or an interview
• originate from a Cisco email address, and
• be conducted across email, phone, or WebEx

Cisco will never make a job offer without conducting an interview process or ask you for money in any way. If you have been requested to apply for a role or have received an offer from a site other than https://careers.cisco.com or cisco.wd5.myworkday.com, do not provide any personal identifying information, including your Aadhaar or other personal identifying number, birth certificate, banking information, driver's license, or passport.

If you are the target of a recruiting scam, consider filing a report with your local law enforcement authorities. Cisco bears no responsibility, and cannot be held liable, for any claims, damages, expenses, or other inconvenience resulting from or in any way connected to recruiting scams.