Forward Deployed Engineer, Customer Experience AI

Meet the Team

The Forward Engineering team is part of Cisco’s Customer Experience Business Unit, focused on driving AI adoption for strategic customers across Cisco’s contact-center portfolio, including Webex Contact Center, Webex Contact Center Enterprise, and on-premises solutions. We bring together customer interactions, human and AI agents, workflows, and enterprise systems to improve customer experience and business performance. You’ll work alongside customers, Cisco’s partner ecosystem, account teams, product managers, and engineers in a collaborative, hands-on environment. Our work connects customer priorities with technical delivery and product development, turning successful deployments into reusable approaches and enabling partners to scale their impact. Join us to help shape how leading organizations bring AI into their contact-center operations.

Your Impact

Drive AI adoption for strategic customers across Cisco’s contact-center portfolio, working with Cisco’s partner ecosystem to guide engagements from discovery and solution design through production deployment and measurable business outcomes. Identify and prioritize AI use cases with customers and partners by assessing customer journeys, contact-center operations, existing systems, and business objectives. Build and deploy AI solutions and production integrations using Cisco AI capabilities, APIs, and enterprise platforms such as Salesforce and ServiceNow. Lead pilots and adoption programs while enabling partners through hands-on collaboration, technical guidance, and knowledge sharing to deliver and scale successful solutions. Translate customer needs and deployment findings into actionable product feedback, reusable architectures, and implementation playbooks that accelerate adoption across customers and partners.

Minimum Qualifications

• 5+ years of experience developing software or delivering enterprise technology solutions, including hands-on implementation.
• Experience programming in Python, Node.js, or a comparable language.
• Experience building integrations using APIs, webhooks, and enterprise systems.
• Experience delivering technical solutions for enterprise customers or stakeholders, from requirements gathering through production deployment.
• Experience building or integrating an AI application using an LLM platform, conversational AI framework, or AI service.

Preferred Qualifications

• Experience with contact-center platforms, CCaaS, CPaaS, CRM, IVR, or call-routing environments.
• Familiarity with Webex Contact Center, Webex Contact Center Enterprise, or Cisco on-premises contact-center solutions.
• Experience with conversational AI, voice agents, retrieval-augmented generation, or real-time analytics, including evaluating quality, cost, latency, and reliability.
• Experience defining success measures, evaluating pilot results, and supporting adoption of AI solutions in enterprise operations.
• Strong consultative and communication skills, including experience collaborating with partners, providing technical enablement, and translating business needs into technical solutions.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.