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Senior Solution Architect Service Provider.
3 months ago
What You'll Do
In your role, you'll be tasked with offering technical mentorship and leadership to our team, delivering outstanding Design and Architecture consultancy to our strategic clientele. Your responsibilities will stretch from the office to on-site assignments, where you'll architect comprehensive multi-domain solutions and navigate the complexities of their implementation, overcoming key deployment hurdles.
You'll also be instrumental in coaching the L1/L2/L3 support teams, enhancing their capabilities in issue resolution and problem management, ensuring they're well-equipped to maintain service excellence. Your mentorship will be vital to ensuring successful customer outcomes throughout the full spectrum of the lifecycle—Operate, Advise, Implement, and Optimize.
Your support will extend to addressing major concerns and issues from partners, setting the bar for service delivery that not only meets but anticipates the unique needs of our Service Provider sector customers and their evolving technology landscapes.
By ensuring seamless operational execution, you'll help customers achieve their goals and drive their success. Your thought leadership will also shape their technology strategies, influencing decisions and positioning our services as integral to their business growth and transformation.
Who You'll Work with
The Customer Experience (CX) Professional Services division at Cisco plays a pivotal role in helping customers embrace and advance new technology initiatives. Through a suite of services encompassing Advisory, Design & Implementation, as well as Operate services, we're at the forefront of technological enablement and transformation.
As a key member of the SP (Service Provider) Accounts Team within CX, you'll be directly involved in pioneering projects that leverage innovative technologies. Our team is essential in navigating the complexities of new tech, ensuring that it delivers value and operates seamlessly for our customers.
Who You Are
We're seeking a candidate with a solid 10-plus years of experience in solution design, deployment, and support within a Service Provider environment, specializing in IP Technologies and Solutions. A robust technical foundation in design, deployment, and incident management is crucial, ideally backed by hands-on experience with IP networks in the Telecom-SP sector.
The ideal candidate will be the go-to for critical customer issues, acting as a liaison to navigate business-impacting challenges. Holding a Cisco CCIE certification (R&S or SP) is non-negotiable, and an ITIL certification would be a significant plus.
Key responsibilities will include:
Streamlining customer issue resolution with effective use of tools and triangulation techniques.
Assessing requirements and formulating precise technical solutions for implementation.
Enhancing customer loyalty and satisfaction through exceptional service delivery.
Adding value during engagements with key partners, such as through QBRs and JBRs.
Upholding and advancing industry standards in service delivery and driving key performance metrics like SLAs and system availability.
Incorporating and advocating for Cisco's best practices in tools, automation, workflows, and processes to deliver consistent and replicable success to our customers.
Enabling and leveraging partner capabilities as an integral part of the customer experience.
Fostering strong relationships with customer sales leadership and Cisco partners to develop and carry out comprehensive 1-3 year account plans.
Aligning Cisco solutions with the customer's business imperatives.
Building and sustaining relationships with customer technical teams.
In a people management capacity:
Providing guidance and mentorship to the L1/L2/L3 support teams to ensure delivery excellence.
As an innovator and change advocate:
Acting as the voice of the customer within Cisco to shape engineering decisions, product quality, roadmaps, and service offer development.
The ideal candidate will be a strategic thinker with a knack for relationship management, communication, and a commitment to delivering Cisco's promise of excellence in customer service and innovation.
