Customer Experience Architect Role (Americas)

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

The Strategic Solution Sales (S3) Customer Experience Architect is a high-impact, multi-disciplinary role designed to bridge the gap between technical innovation and commercial execution. This role focuses on growing bookings and revenue, while increasing margin.  This will be accomplished by scaling the Sales function within the Americas by driving adoption of Ciena’s next-generation portfolio—specifically Coherent Routing, AI Ops, and Navigator—across new segments and regional markets.  Additionally, this role will act as a critical conduit between the customer’s executive suite and internal product management (PLM) to ensure proposed solutions & future roadmap needs are grounded in real-world requirements that inspire customer confidence.

Key Responsibilities

Market Growth & Strategy

• Segment Expansion: Proactively navigate challenges in M&M (Majors & Markets) territories to identify and capture new product and solution segments.
• Revenue Generation: Develop and execute winning strategies for smaller regional markets to secure an incremental >$10M in FY26 bookings.
• Portfolio Adoption: Drive the market shift toward Coherent Routing and leverage AI-driven insights (Navigator/AI Ops) to create differentiated value propositions.
• Enterprise Synergy: Support M&M sales and S3 teams in crafting go-to-market strategies for the newly formed Enterprise division.

Customer Experience (CX) & Intimacy

• Feedback Integration: Interpret CSAT/NPS data to provide the Sales, SE’s, S3, and PLM with actionable intelligence for service and product improvements.
• Voice of the Customer (VoC): Aggregate customer impact assessments to ensure both current issues as well as roadmap enhancements align with specific client needs and feed practical requirements directly back to PLM.
• Intimacy Playbook: Review account management structures to identify and close "intimacy gaps," creating a playbook of tools and tactics to better leverage customer data.
• Tactical Engagement: Provide hands-on support for key accounts (e.g., Uniti) by leveraging technical resources to diagram existing networks and identify optimization paths.

Operational Efficiency & Effectiveness

• Sales Optimization: Implement technology-driven processes to shorten sales cycles, increase conversion rates, and expand overall market reach.
• AI Enablement: Serve as an internal champion for productivity by sharing "tips and tricks" for the top three AI tools to optimize workflows for Sales Reps and SEs.
• Business Case Fortification: Partner with S3 and Account Managers to build and strengthen compelling business strategies for both new logo acquisitions and existing account growth (e.g., CalTel, Uniti).

Success Metrics

• $10M in incremental FY26 Bookings within regional metros.
• Measurable increase in Coherent Routing adoption rates.
• Successful delivery of a Customer Data Playbook and actionable roadmap enhancement requests.
• Improved sales velocity and conversion metrics via AI tool implementation.

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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.

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