TAM Customer Delivery Architect |ThousandEyes

Cisco

About The Position

The Customer Delivery Architect is a senior technical and strategic leader within the ThousandEyes TAM organization. This role leads complex engagements with the company’s most critical customers, aligns ThousandEyes capabilities with their long-term business objectives and network strategies, and serves as a trusted advisor on network observability, performance, and digital experience. The architect also acts as a key link between strategic customers and Cisco’s Product Management and Engineering teams, advocating for customer needs and helping resolve systemic issues. The role contributes to the growth and evolution of the TAM program through technical mentorship, coaching, knowledge sharing, and the development of methodologies, best practices, documentation, playbooks, and training. It serves as an escalation point for challenging technical and strategic issues, driving resolution, risk mitigation, and clear communication among stakeholders. The architect promotes advanced ThousandEyes adoption and deployment practices, manages high-impact projects and programs, collaborates across Sales, Engineering, and other teams, and contributes to technical interviewing and onboarding of new TAMs. The role also monitors industry and technology trends and translates relevant insights into customer and product strategies.

Requirements

Bachelor’s degree and 12+ years of related experience, or a master’s degree and 6+ years of related experience, or a PhD and 5+ years of related work experience.
Experience designing Cisco ThousandEyes solutions from planning through implementation.
Experience designing, implementing, or troubleshooting enterprise or service provider networks using routing protocols such as BGP, OSPF, or EIGRP and technologies such as MPLS, SD-WAN, or QoS.
Experience deploying, administering, or troubleshooting network infrastructure or applications in at least one public cloud environment (AWS, Azure, or GCP) or a hybrid cloud architecture.

Nice To Haves

Experience managing complex technical escalations involving enterprise customers and coordinating resolution with Engineering, Product Management, or Technical Support.
Experience translating customer business goals into a written technical plan with expected results, risks, and measures of customer use.
Experience designing or guiding solutions that use artificial intelligence or machine learning, including responsible data handling and review.
Experience using customer usage or product performance data to identify changes that improve reliability or efficiency.
Experience mentoring technical colleagues or creating training materials used by a team.
Experience coordinating delivery with teams in more than one region or business area.
Experience sharing technical practices through a customer presentation, team session, or industry event.

Responsibilities

Lead strategic engagement and architectural guidance for critical and complex ThousandEyes customers.
Align ThousandEyes capabilities with customers’ long-term business objectives and network strategies.
Build executive-level customer relationships and advise on network observability, performance, and digital experience.
Influence customer architecture decisions and promote ThousandEyes best practices.
Mentor and coach TAM colleagues on complex customer scenarios, architecture, and strategic account management.
Contribute to TAM methodologies, best practices, and internal knowledge sharing.
Serve as an escalation point for challenging customer technical and strategic issues; drive resolution, risk mitigation, and transparent stakeholder communication.
Represent the customer’s technical needs to Product Management and Engineering; identify product gaps, advocate for feature enhancements, and help resolve systemic issues.
Drive advanced ThousandEyes adoption and optimize high-availability deployments in demanding customer environments.
Develop and share advanced architectural patterns and operational best practices for ThousandEyes.
Monitor industry trends, competitive landscapes, and emerging technologies, and translate insights into product and customer engagement strategies.
Manage concurrent high-impact projects and strategic programs across customer accounts, internal teams, and product initiatives.
Collaborate with Sales, Engineering, and other teams on business opportunities, strategic account planning, and customer success.
Lead the creation of advanced technical documentation, playbooks, and TAM training materials.
Contribute to technical interviews, candidate assessments, and advanced onboarding of new TAMs.