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About the Role
We are looking for a deep technical authority based in Japan to join us as a Customer Experience Solutions Engineer. This role requires mastery of the CCaaS domain, serving as the definitive authority for solving sophisticated challenges in the Japanese market. If you are a technologist who thrives on deep technical challenges and wants to be the recognized authority in your field, we want to talk to you!
Responsibilities
- Champion our technical vision within the CCaaS market by partnering with clients to solve complex challenges.
- Lead technical discovery and architect sophisticated proof of values that demonstrate the tangible business value and unique competitive advantage of Cisco’s solutions.
- Serve as the go-to authority for the Webex Contact Center ecosystem, articulating its vision, strategy, and technical details to various audiences.
- Partner with customers to understand their unique business goals, designing and validating solutions that deliver measurable success and operational excellence.
- Partner with Account Managers to provide critical domain expertise needed to win strategic opportunities.
- Act as a force multiplier, mentoring and enabling the broader SE community in Japan on CCaaS, AI, WFM and QM technologies.
- Serve as a critical feedback loop to Cisco's global engineering and business units, influencing product roadmaps with real-world insights from the Japanese market.
Requirements
- 5+ years of experience in a pre-sales engineering or similar deep technical role.
- 5+ years of broad and deep technical knowledge in CCaaS architectures, omnichannel routing, and contact center operational workflows (including on-premises and cloud deployments).
- Demonstrated experience in designing and implementing solutions that leverage AI for customer engagement (e.g., virtual agents, sentiment analysis, automated self-service optimization).
- Demonstrable experience building and maintaining positive relationships with customers and partners in the Japanese market.
- Excellent communication and presentation skills.
- Bachelor’s degree in Computer Science, Engineering, or a related field.
- Experience with CRM, WFM and QM solutions is highly desirable.
- Strong understanding of automation, APIs, and programmability (JavaScript, Python, REST APIs) within the CCaaS domain.
- Recognized as a subject matter expert (SME) with a reputation for technical excellence; experience in public speaking and writing technical content.
- Relevant industry certifications (e.g., CCIE Collaboration, Cloud Architecture certifications from AWS/Azure/GCP).
Skills
- CCaaS
- AI
- WFM
- QM
- Omnichannel routing
- Contact center operational workflows
- Customer engagement
- Automation
- APIs
- Programmability
- JavaScript
- Python
- REST APIs
- Public speaking
- Technical content writing
Location
- Tokyo, Japan
Work Type
- Full-time
Experience Level
- 5+ years
Education Level
- Bachelor’s degree in Computer Science, Engineering, or a related field.
About the Company
- 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.