Customer Experience Apps and AI Product Manager

The application window is expected to close on: 6/31/2025

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Cisco is a global technology leader that has been transforming how people connect, communicate, and collaborate for decades. Our innovation in networking, security, and cloud-based solutions enables organizations of all sizes to drive digital transformation and achieve their business goals.

The Webex Customer Experience Solutions team at Cisco is dedicated to transforming customer interactions through innovative solutions. Our team focuses on building and delivering exceptional customer experiences by integrating advanced technologies such as AI, automation, and data analytics into our contact center solutions. We aim to empower businesses to provide personalized, proactive, and seamless customer journeys across all touchpoints.

Cisco is looking to bring on-board a Product Manager to help deliver exceptional products for customer experiences. This is a phenomenal opportunity to work with some of the best talent in the collaboration space, globally distributed teams across US, Europe and Asia and make a difference to how millions of users go about getting their work done. If you're passionate about building customer-centric solutions that drive business impact, we'd love to hear from you!

As a Product Leader in the Customer Experiences Apps and AI team in the Webex Customer Experience organization, you will play a key role in shaping the future of customer experience by delivering intelligent, intuitive, and efficient experiences for agents, supervisors, operators, and analysts. Your primary focus will be to harness the power of AI to streamline workflows, reduce manual effort, and deliver actionable insights that enhance both day-to-day efficiency and long-term effectiveness. You'll help evolve how users interact with core contact center capabilities-including Workforce Engagement Management (WEM)-by embedding AI-driven recommendations, real-time adaptability, and automation into scheduling, performance optimization, and employee engagement workflows. Your work will directly empower teams to operate with greater agility, precision, and satisfaction.

• Define and drive the product vision and strategy for AI-enhanced experiences across agent, supervisor, analyst, and operator personas.
• Partner with customers, partners and internal collaborators to validate problems, evaluate early concepts, and gather insights that drive roadmap decisions.
• Monitor industry trends, customer expectations, and competitive landscape to inform strategy and innovation.
• Partner with design, engineering and other cross-functional teams to drive complex initiatives from concept to delivery.
• Monitor and report on the impact of product, using data-driven insights to guide future enhancements.
• Strong communication skills with the ability to adapt messaging for diverse audiences, from executives to their immediate team.

• Bachelors + 12 years of related experience in Engineering, Computer Science, or Business, or related degree, or Masters + 8 years, or PhD + 5 years
• 10-15 years of product management experience, ideally in enterprise software or SaaS.

• Experience in the contact center domain or with workforce engagement platforms.
• Knowledge of AI and machine learning applications.
• Strong analytical abilities with experience using data to guide product decisions.
• MBA or equivalent experience in strategic product leadership is a plus.

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Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!