Senior Director, Engineering (Customer Engineering - AI Team)

Cisco
United States
Workplace: HybridFull timeUSD 293,900 - 406,800 annuallyFunction: Data Science & Machine LearningExperience: 15+ yearsEducation: bachelorsSkills: ["Leadership","Executive communication","Mentoring","Cross-functional partnership","Operational ownership"]

Lead Cisco’s Customer Engineering (CE) as an AI-native organization that triages and resolves complex, high-stakes enterprise escalations. Define the operating model from scratch, own incident RCAs and executive communication, and architect AI-driven diagnostic automation to reduce MTTR and repetitive triage. Bridge CE with core R&D via pre-triaged handoffs and bidirectional SLAs, manage a customer-facing engineering team, and drive operational metrics using field telemetry to eliminate repeat issues.

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FursaFursa
Cisco
Cisco
3 days ago

Senior Director, Engineering (Customer Engineering - AI Team)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead Cisco’s Customer Engineering (CE) as an AI-native organization that triages and resolves complex, high-stakes enterprise escalations. Define the operating model from scratch, own incident RCAs and executive communication, and architect AI-driven diagnostic automation to reduce MTTR and repetitive triage. Bridge CE with core R&D via pre-triaged handoffs and bidirectional SLAs, manage a customer-facing engineering team, and drive operational metrics using field telemetry to eliminate repeat issues.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Sr. Director level

Key Responsibilities

  • •Build and scale the Customer Engineering (CE) operating model from scratch, including triage tiers, response/resolution SLAs, and hotfix/patch motion under safety guardrails.
  • •Serve as senior engineering authority for strategic enterprise accounts, leading resolution of complex multi-tenant production issues and presenting RCAs to customer C-suite and technical executives.
  • •Architect and deploy AI-native diagnostic automation, including AI agents, intelligent tooling, and automated workflows to reduce MTTR and eliminate repetitive triage.
  • •Establish a high-integrity escalation interface between CE and core engineering, ensuring pre-triaged handoffs and enforcing bidirectional SLAs.
  • •Recruit, mentor, and lead a team of customer-facing engineers and frontline managers, including on-call protocols, runbooks, and technical career pathways.

Pay and Benefits

Salary: USD 293,900 - 406,800 annually
Perks:Health InsuranceDentalVision401kPaid Parental

Key Requirements

  • •15+ years of software, cloud, or security engineering experience, with hands-on depth in customer-facing escalation engineering or SRE/incident response.
  • •People management experience building and scaling engineering teams that triage and debug complex distributed, multi-tenant cloud systems across the full stack.
  • •Experience partnering directly with enterprise technical leadership and C-level executives during critical production incidents.
  • •Experience designing triage models, severity frameworks, SLA definitions, and on-call runbook rotations.
  • •Bachelor’s degree in Computer Science, Computer Engineering, or equivalent industry experience.
Experience:15+ yearsCloudSecuritySaaSDistributed systemsCustomer engineeringIncident responseAIMicroservices
Education:Bachelor's
Skills:LeadershipExecutive communicationMentoringCross-functional partnershipOperational ownership
Tech Stack:AI agentsLLMsReinforcement learningSimulationPredictive analyticsMicroservicesDistributed systemsCloud securitySaaS architectures

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
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