CCaaS Solutions Engineer - SLED/FED

About the role

Cisco is transforming from an infrastructure leader to a powerhouse in SaaS and cloud-based customer engagement. As a Customer Experience (CX) Solutions Engineer within our Public Sector (SLED and Federal) team, you will help government agencies and educational institutions modernize their contact center environments through AI-powered orchestration and secure, cloud-native solutions.

Responsibilities

• Strategic Technical Leadership: Act as the primary technical contributor on a stellar team of Presales Architects, supporting a matrix of CCaaS Sales Specialists and General Account teams within the SLED and Federal space.
• AI & Experience Orchestration: Lead detailed discussions with technical and business stakeholders regarding AI-powered customer experience, conversational AI, and journey analytics tailored for government service delivery.
• Deal Strategy & Execution: Influence and guide deal strategy by partnering with account executives on territory planning, pipeline creation, and opportunity progression. Model best-practice sales motions to elevate the technical capability of the wider team.
• Architectural Design & Discovery: Perform deep-dive technical discovery and solution design, showing agencies how to automate and simplify complex business processes using the broader Cisco Collaboration suite.
• Migration Expertise: Lead consulting efforts for customers transitioning from legacy on-premise environments to cloud-native architectures, ensuring a seamless, secure migration strategy.
• Impactful Demonstrations: Design and present compelling, outcome-focused demonstrations that articulate the business and mission value of CCaaS, CPaaS, AI, WFO, and Journey-as-a-Service, focusing on the impact of the business outcome.
• PoC Management: Lead the execution of AI-powered proofs of concept and trials, serving as the trusted technical authority to drive customer consensus and technical closure within the Public Sector regulatory framework.

Requirements

• Experience: 8–10 years of professional experience in Consulting or Pre-Sales Engineering within the software, cloud, or AI sectors.
• Technical Acumen: Deep foundational knowledge of CCaaS, CPaaS, and cloud-based communication technologies.
• Migration Expertise: Proven track record of consulting with enterprise or government customers through complex migrations from premise-based systems to cloud-based contact center solutions.
• AI Proficiency: Demonstrated capability in AI-powered customer experience, conversational AI, and intelligent orchestration.
• Communication: Effective presentation skills with the ability to engage confidently with senior and C-level leaders, translating complex technical concepts into business-driven narratives.

Qualifications

• FedRAMP Expertise: Deep understanding of FedRAMP requirements and experience deploying or supporting FedRAMP-authorized CCaaS solutions.
• Experience in sales overlay or specialist functions, influencing without direct authority.
• Strong critical thinking and problem-solving skills with the ability to manage multiple concurrent work streams across large-scale, complex government opportunities.
• Deep understanding of CRM integration and WFO (Workforce Optimization) strategies.

Skills

• Strategic Technical Leadership
• AI & Experience Orchestration
• Deal Strategy & Execution
• Architectural Design & Discovery
• Migration Expertise
• Impactful Demonstrations
• PoC Management

Benefits

At Cisco, we offer competitive compensation packages, including a starting salary range of $229,000.00 to $299,800.00 for this position in U.S. and Canadian locations. Additional benefits include:

• Medical, dental, and vision insurance
• A 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Volunteer time off
• Flexible vacation time off
• Performance-based incentive pay for quota-based sales roles

Note: Specific benefit details vary by location and are available upon request.

Pay

The starting salary range for this position is $229,000.00 to $299,800.00.

Schedule

Details on the schedule are not specified in the job posting.