Consulting Engineer - Collaboration

Location: Kuala Lumpur, Malaysia

Remote Type: Hybrid

Time Type: Full time

Job Description

The role focuses on customer engagement and experience by working closely with customers to create value, drive adoption, and support renewals, while proactively collaborating with cross-functional teams such as Customer Success, Sales, Support, and product and engineering to ensure a unified customer experience throughout the lifecycle. Responsibilities include designing, deploying, optimizing, migrating, and troubleshooting Cisco products and solutions using technical expertise, AI and automation, and strategic guidance, ensuring optimal performance and customer satisfaction. The position serves as a focal point for proactive problem resolution, delivering timely support across Cisco and third-party technologies, and develops technical content and guidance to support customer engagements, drive solution adoption, and enable customer self-sufficiency in partnership with Customer Success. Additionally, the role creates customer-facing documentation aligned with CX standards, leverages AI and automation to enhance delivery efficiency and innovation and increases personal productivity by focusing on high-impact work. The position also involves developing vertical market expertise to translate customer business needs into technical solutions, building knowledge of vendor and competitor products to ensure interoperability and optimization, and contributing to knowledge sharing and the development of digital intellectual capital, including documentation templates and automation artifacts to improve Cisco's delivery methodology and processes.

What You’ll Do

• Work on advanced Cisco Collaboration, Webex and strategic customer solutions, driving adoption, optimisation and long-term customer outcomes.
• Engage directly with customers, building trusted relationships and translating business requirements into technical solutions.
• Design, deploy, migrate, integrate, optimise and troubleshoot Cisco Collaboration and Webex environments.
• Develop deep expertise across:

Cisco Webex

Webex Calling

Cisco Unified Communications Manager (CUCM)

Cisco Collaboration

SIP / VoIP

Video conferencing

Contact centre technologies

Collaboration network infrastructure

• Support complex migrations and integrations across Cisco and third-party technologies, ensuring interoperability and optimal performance.
• Troubleshoot complex Collaboration issues across CUCM, Webex Calling, SIP, voice, video, endpoints and network infrastructure, collaborating with TAC and other stakeholders on CAP case resolution.
• Support Executive Briefings and QBRs, providing technical insights and recommendations aligned to customer business priorities and future-state outcomes.
• Create customer-facing technical documentation, implementation guidance and reusable technical content aligned to Cisco CX standards.
• Leverage AI, automation, APIs, programmability and orchestration to improve technical delivery, productivity and customer outcomes, while validating AI-generated outputs.
• Explain complex technical concepts to diverse audiences and enable customers to effectively adopt and operate Cisco solutions.
• Build knowledge of competitor and third-party technologies to support migration, integration and solution optimisation.
• Contribute to technical knowledge sharing, automation artefacts, documentation templates and continuous improvement of Cisco delivery methodologies.

Minimum Qualifications

• Bachelor's + 5 years related experience, Master's + 3 years, PhD + 0 years, or equivalent relevant experience.
• Professional-level certification such as CCNP Collaboration, CCNP Enterprise or equivalent.
• Demonstrated experience with Cisco Collaboration and/or Webex technologies.
• Strong hands-on experience in several of the following: Webex, Webex Calling, CUCM, SIP, Video Conferencing, Contact Centre and Collaboration Network Infrastructure.
• Experience designing, implementing, migrating and troubleshooting complex Collaboration solutions.
• Strong customer-facing, consulting and communication skills.
• Working knowledge of automation, programmability, APIs and AI-enabled technical delivery.

Why Cisco? 

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.