MEET THE TEAM

Cisco brings world-leading collaboration solution to the market. In our Collaboration Devices business unit, we develop products for video conferencing and IP telephony, from idea to design to experience, from hardware to software and cloud solutions. Our products bring connected intelligence to the workplace and help customers create inclusive, hybrid work experiences for their teams.

Our global Escalations team operates at the critical intersection of customers, Cisco support, developers, and product management. We manage the customer beta program, empower support teams, and engage engineers to ensure rapid resolution of escalated cases. We are a diverse and inclusive team collaborating worldwide with a dynamic and flexible workday. We focus on delivering quality insights from real customer experiences. What excites us most is the opportunity to influence product quality and customer satisfaction by driving early feedback and continuous improvement.

YOUR IMPACT

In this role, you will partner closely with the colleague leading our global Devices beta program, with a particular focus on driving field quality insights and strengthening engagement across our customer and partner community.

• Build and maintain a diverse beta community spanning partners and customers, from small businesses to global enterprises and federal institutions.
• Drive community engagement through direct interactions, newsletters, webinars, and ongoing enhancement of the beta portal.
• Collaborate with Product Management and Engineering to launch products and features into beta programs.
• Facilitate beta testing activities and gather structured customer and partner feedback.
• Partner with internal teams to ensure insights and feedback are reviewed and acted upon effectively.
• Develop field quality monitoring through metrics, tools, and insights, including building and leveraging AI-based tooling.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in IT, Computer Science, or relevant experience.
• Experience in IT, product management, customer engagement, quality insights, or a related area.
• Experience working with metrics, reporting, or quality monitoring tools.

PREFERRED QUALIFICATIONS

• Strong communication skills, with the ability to tailor messaging to different audiences.
• Interest in technology and customer experience, with an eagerness to understand product and field quality insights.
• Curious and motivated to improve processes, tools, and outcomes.
• Ability to work proactively and manage tasks through to completion.

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.