CCaaS Solutions Engineer - SLED/FED

Cisco • San Jose, CA

2d • Remote

About The Position

Cisco is undergoing a significant transformation, moving from an infrastructure leader to a major player in SaaS and cloud-based customer engagement. As a Customer Experience (CX) Solutions Engineer in the Public Sector (SLED and Federal) team, you will be instrumental in this shift. Your role involves acting as a technical architect and strategic advisor to help government agencies and educational institutions modernize their contact center environments using AI-powered orchestration and secure, cloud-native solutions. You will be a key part of Cisco’s CX transformation, offering high-level technical guidance and presales engineering support for strategic Public Sector accounts. You will connect complex, mission-critical challenges with innovative technology to ensure customers achieve measurable outcomes while maintaining high security and compliance standards.

Requirements

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

Nice To Haves

• 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.

Responsibilities

• Act as the primary technical contributor on a team of Presales Architects, supporting CCaaS Sales Specialists and General Account teams in the SLED and Federal space.
• Lead discussions with technical and business stakeholders on AI-powered customer experience, conversational AI, and journey analytics for government service delivery.
• Influence deal strategy by partnering with account executives on territory planning, pipeline creation, and opportunity progression.
• Perform deep-dive technical discovery and solution design to demonstrate how agencies can automate and simplify complex business processes using the Cisco Collaboration suite.
• Lead consulting efforts for customers migrating from legacy on-premise environments to cloud-native architectures, ensuring a seamless and secure migration strategy.
• Design and present compelling, outcome-focused demonstrations highlighting the business and mission value of CCaaS, CPaaS, AI, WFO, and Journey-as-a-Service.
• Lead the execution of AI-powered proofs of concept and trials, acting as the trusted technical authority to drive customer consensus and technical closure within the Public Sector regulatory framework.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with Cisco matching contribution
• Paid parental leave
• Short-term disability coverage
• Long-term disability coverage
• Basic life insurance
• 10 paid holidays per full calendar year
• 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday
• Paid year-end holiday shutdown
• 4 paid days off for personal wellness
• 16 days of paid vacation time per full calendar year for non-exempt employees
• Flexible vacation time off program for exempt employees
• 80 hours of sick time off provided on hire date and each January 1st thereafter
• Up to 80 hours of unused sick time carried forward from one calendar year to the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• Annual bonuses (for non-sales roles)
• Performance-based incentive pay (for sales roles)
• Cisco restricted stock units

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed