Senior Director, Customer Engagement Information Technology Partner

Ciena
Atlanta, Baltimore
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 10-15 yearsSkills: ["Stakeholder management","Executive communication","Influence","Ownership","Continuous improvement"]

Own the technology vision, roadmap, and delivery for end-to-end Sales, Service, Marketing, and Digital Commerce customer experiences. Partner with the VP of Global Customer Engagement to align investments to revenue, customer experience, and operational outcomes, leading a multidisciplinary team across Salesforce (Sales Cloud, Service Cloud, Experience Cloud), CPQ, digital commerce, and customer master/integration layers. Drive modernization, platform health (performance, security, compliance, scalability), AI-enabled workflows, and agile POD execution.

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FursaFursa
Ciena
Ciena
1 month ago

Senior Director, Customer Engagement Information Technology Partner

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Last checked: 12 days agoStatus: Live

Job Summary

Own the technology vision, roadmap, and delivery for end-to-end Sales, Service, Marketing, and Digital Commerce customer experiences. Partner with the VP of Global Customer Engagement to align investments to revenue, customer experience, and operational outcomes, leading a multidisciplinary team across Salesforce (Sales Cloud, Service Cloud, Experience Cloud), CPQ, digital commerce, and customer master/integration layers. Drive modernization, platform health (performance, security, compliance, scalability), AI-enabled workflows, and agile POD execution.
Location: Atlanta, Baltimore
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Sr. Director level

Key Responsibilities

  • •Serve as the single-threaded technology leader for Global Customer Engagement and Marketing, building partnership with business stakeholders.
  • •Create and co-own the multi-year technology roadmap aligned to revenue, customer experience, and operational outcomes.
  • •Lead the vision, roadmap, health, and outcomes for Salesforce Sales Cloud/Service Cloud/Experience Cloud, CPQ, digital commerce, and integration layers connecting front office to ERP and supply chain.
  • •Drive simplification, standardization, and modernization to reduce customization, technical debt, and time-to-value while embedding AI, automation, and analytics into customer-facing workflows.
  • •Lead a portfolio of agile PODs and manage vendor and systems integrator relationships, ensuring delivery predictability, quality, cost, and scalability/security/compliance.

Pay and Benefits

Perks:Health InsuranceDentalVision401kEquityEmployee AssistancePaid HolidaysPaid Leave

Key Requirements

  • •10–15+ years of progressive IT leadership experience with deep expertise in enterprise CRM (Salesforce) ecosystems.
  • •Proven track record leading large-scale, multi-platform delivery across Sales, Service, Marketing, or Commerce.
  • •Strong experience with CPQ, lead-to-order, and customer lifecycle processes.
  • •Demonstrated success leading agile, product-based delivery models at scale.
  • •Experience managing managers, architects, and product owners.
Experience:10-15 years
Skills:Stakeholder managementExecutive communicationInfluenceOwnershipContinuous improvement
Certifications:Salesforce certifications
Tech Stack:SalesforceSales CloudService CloudExperience CloudCPQDigital commerceMarketing technology stackCustomer master dataERPAIAnalyticsAutomation

Company Brief

Ciena
Provides networking systems, software, and services that enable service providers, cloud operators, and enterprises to deliver high-capacity connectivity and adaptive network solutions 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: Hanover, United States
Founded: 1992
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn