CCaaS Solutions Engineer - SLED/FED

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.

Strategic Technical Leadership: 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. AI & Experience Orchestration: Lead detailed discussions with technical and business stakeholders regarding AI-powered customer experience, conversational AI, and journey analytics tailored for government service delivery. Deal Strategy & Execution: 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. Architectural Design & Discovery: Perform deep-dive technical discovery and solution design, showing agencies how to automate and simplify complex business processes using the broader Cisco Collaboration suite. Migration Expertise: Lead consulting efforts for customers transitioning from legacy on-premise environments to cloud-native architectures, ensuring a seamless, secure migration strategy. Impactful Demonstrations: 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. Proof of Concept (PoC) Management: 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.

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

FedRAMP Expertise: 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