CCaaS Solutions Engineer - SLED/FED

Cisco • San Jose, CA

4d • $229,000 - $299,800 • Remote

About The Position

The application window is expected to close on: 08/07/2026. Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received. Cisco is on a bold transformation journey, evolving from a historical 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 be at the forefront of this evolution. You will serve as a technical architect and strategic advisor, helping government agencies and educational institutions navigate the complexities of modernizing their contact center environments through AI-powered orchestration and secure, cloud-native solutions. In this role, you will be an integral part of Cisco’s CX transformation, providing high-level technical guidance and presales engineering support for our most strategic Public Sector accounts. You will bridge the gap between complex mission-critical challenges and innovative technology, ensuring our customers achieve measurable outcomes while adhering to the highest standards of security and compliance.

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 stellar team of Presales Architects, supporting a matrix of CCaaS Sales Specialists and General Account teams within the SLED and Federal space.
• Lead detailed discussions with technical and business stakeholders regarding AI-powered customer experience, conversational AI, and journey analytics tailored for government service delivery.
• 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.
• Perform deep-dive technical discovery and solution design, showing agencies how to automate and simplify complex business processes using the broader Cisco Collaboration suite.
• Lead consulting efforts for customers transitioning from legacy on-premise environments to cloud-native architectures, ensuring a seamless, secure migration strategy.
• 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.
• 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.

Benefits

• 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
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
• 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (non-exempt)
• flexible vacation time off program (exempt)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and 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
• performance-based incentive pay
• grants of Cisco restricted stock units

What This Job Offers

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