Forward Deployed Engineer, Customer Experience AI

About the role

Cisco's Forward Engineering team, part of its Customer Experience Business Unit, drives AI adoption for strategic customers across its contact-center portfolio, including Webex Contact Center, Webex Contact Center Enterprise and on-premises solutions. The Forward Deployed Engineer works with customers, partners, account teams, product managers and engineers to turn successful deployments into reusable approaches. The position is based in Krakow.

Key responsibilities

• Guide engagements from discovery and solution design through production deployment and measurable business outcomes, working with the partner ecosystem.
• Identify and prioritize AI use cases by assessing customer journeys, contact-center operations, existing systems and business objectives.
• Build and deploy AI solutions and production integrations using Cisco AI capabilities, APIs and platforms such as Salesforce and ServiceNow.
• Lead pilots and adoption programs, enabling partners through hands-on collaboration, technical guidance and knowledge sharing.
• Turn customer needs and deployment findings into product feedback, reusable architectures and implementation playbooks.

Required profile

• 5+ years of experience developing software or delivering enterprise technology solutions, including hands-on implementation.
• Experience delivering technical solutions for enterprise customers, from requirements gathering to production deployment.
• Preferred: experience with contact-center platforms, CCaaS, CPaaS, CRM, IVR or call-routing environments, and familiarity with Webex Contact Center or Cisco on-premises contact-center solutions.
• Preferred: experience defining success measures, evaluating pilot results and supporting AI adoption in enterprise operations.
• Preferred: strong consultative and communication skills, including technical enablement for partners.

Required skills

• Programming in Python, Node.js or a comparable language.
• Building integrations using APIs and webhooks with enterprise systems.
• Building or integrating an AI application using an LLM platform, conversational AI framework or AI service.