As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being—on and off the job. Connect with a career that matters.
Customer Engagement Management plays a critical role in ensuring successful managed service delivery and customer satisfaction across complex technology programs. This position works closely with customers, partners, and cross-functional teams to deliver projects that align with business objectives while maintaining a high-quality customer experience. Success in this role contributes to effective project execution, operational excellence, and long-term customer relationships.
How you will make an impact:- Drive managed service onboarding projects from quote acceptance through service activation and ongoing performance reporting.
- Deliver project scope while optimizing schedules, costs, resources, and third-party deliverables.
- Lead customer engagement activities and serve as the escalation point for managed service delivery matters.
- Manage multiple customer projects and coordinate stakeholder communications.
- Present executive-level project updates, tracking reports, and status communications.
- Identify, assess, and mitigate project risks throughout the project lifecycle.
- Collaborate with Services, Product, Supply Chain, Sales, partner, and customer teams to achieve project objectives.
- Education: Bachelor’s degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.
- Experience: 8+ years of relevant experience in the Information and Communications Technology (ICT) field with program or project management responsibilities supporting managed services, optical, cloud, or virtualization delivery projects.
- Application of negotiation, influence, collaboration, customer-facing communication, and statement of work management practices.
- Monitor incident management activities and coordinate resolution in alignment with service level agreements.
- Manage customer communications, escalated incidents, action items, and service delivery activities to support customer satisfaction.
- Coordinate technical support and field engineering activities to address operational issues and critical equipment maintenance requirements.
- Demonstrated skills utilizing desktop applications, project management tools, financial tools, and the ability to travel in support of customer projects.
- Experience: Experience with managed services and build-operate-transfer projects.
- Certifications: PMP certification and virtualization or networking technology certifications.
- Education: MS OR MBA.
- Experience: Experience with multivendor and software professional services supporting communication service provider or enterprise customers.
- Certifications: ITIL v4/6 Foundation ITSM Certification.
- Experience: Service Provider experience.
The annual pay range for this position is $82,300 - $131,500 USD
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Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
Skills Required
- 8+ years of relevant experience in the Information and Communications Technology field
- Prior program or project management experience with managed services delivery projects involving optical, cloud, or virtualization technologies
- Strong negotiation skills with customers and resource owners
- Ability to mentor and lead through influence and collaboration
- Excellent written, verbal, and presentation communication skills
- Strong quantitative skills and attention to statement-of-work details
- Customer- and partner-facing experience
- Experience monitoring incident management and service-level agreements
- Ability to coordinate technical support and field engineers across locations
- Bachelor's degree in electrical engineering, computer engineering, computer science, business, or equivalent experience
- Demonstrated proficiency with desktop applications, project management tools, and financial tools
- Ability to travel to support customer projects
- Experience with managed services and build-operate-transfer projects
- PMP certification
- Virtualization and networking technology certifications
- Master's degree or MBA
- Experience with multivendor and software professional services for communications service providers or enterprise customers
- ITIL Foundation ITSM certification
- Service provider experience
Ciena Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ciena and has not been reviewed or approved by Ciena.
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Fair & Transparent Compensation — Pay is often characterized as competitive or above-market in certain roles and regions, with references to market-aligned salary ranges and transparency around pay bands.
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Healthcare Strength — Health coverage is frequently framed as comprehensive, including medical, dental, and vision, with indications that coverage can extend to dependents and is viewed as a meaningful component of total rewards.
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Leave & Time Off Breadth — Time-off offerings are described as flexible and generous, including Flex/uncapped PTO in many cases and additional paid time for volunteering.
Ciena Insights
What We Do
Ciena (NYSE: CIEN) is a global leader in networking systems, services, and software. We build the world’s most adaptive networks to enable our customers to deliver richer, more connected experiences for all users. At our core, Ciena is a company rooted in people. We prioritize deep, collaborative relationships within our teams and alongside our customers, partners, and communities around the world. For three-plus decades, we’ve brought our humanity to our relentless pursuit of innovation. We continue to lead the evolution of networking with a strong track record of industry firsts. As end-user expectations skyrocket, our customers and their networks must transform. Ciena powers this transformation by driving next-generation solutions built for maximum openness and agility—today and into the future. Corporate/Brand Values: • Customer First • Integrity • Velocity • Innovation • Outstanding People We're the perfect size for you to make an impact. W Only Ciena has the depth of expertise and the culture of collaboration and partnership required to help our partners evolve. We do this by strategically integrating hardware, services, and software in an open environment to ensure our clients’ networks are ‘fit for flexibility’ today and into the f
Why Work With Us
We are known for our industry-firsts, including the first coherent optical solution, converged packet-optical platform, and intelligence automation platform. Our commitment extends beyond innovation, logging in over 35,000 volunteer hours and $2 million to worthy causes in 2023. We're the perfect size and culture for you to make a difference.
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