5 days old

Contact Center Product Lead - AI

Cisco Systems Inc.
San Jose, CA 95113
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Contact Center AI Product Lead 

What You'll Do 

  • Drive AI priorities and roadmap for the Contact Center BU coordinating requirements and dependencies across the entire portfolio (Webex Contact Center, Webex Contact Center Enterprise, CCE, etc.)
  • Present AI strategy at EBCs and key customer engagements to drive awareness and adoption of contact center AI capabilities, as well as gather feedback on customer use cases and requirements for new AI capabilities.
  • Collaborate with engineering teams to design requirements for new AI features that align with customer use cases.
  • Collaborate with engineering team on how best to leverage new AI innovations as a part of new contact center features.
  • Identify strategic areas of innovation within Cisco AI to help differentiate in-house AI capabilities from partner-enabled.
  • Identify strategic areas to partner with external AI vendors to expand suite of AI enabled contact center features.
  • Coordinate joint AI roadmap planning for contact center + IMI.
  • Coordinate pricing and packaging of new AI features with offers team.
  • Communicate AI roadmap to the field, ensuring the field understands the BUs AI vision and strategy, new features as they become available as well as whats on the horizon.  

Who You Are 

7+ years of relevant experience, including product management, engineering, product marketing, or business development.  

Analytical and technical abilities required to assess new market opportunities, aggregate customer requirements and translate into clear product requirements, design and dependencies.  

Strong leadership coordinating with teams across different geos, time zones and service areas, gathering feedback and buy-in across various stakeholders and teams. 

Crisp communicator who is equally comfortable presenting high-level vision & strategy from the eyes of the customer as well as getting in the weeds on functional requirements and technical dependencies. 

Proven track record of building and launching industry-leading products and OEM partnerships. 

Strong internal and external communication abilities, and interpersonal skills. 

Ability to lead cross-functional processes and deals from start to launch through influence. 

Self-starter who is comfortable with a fast-paced, ever-changing environment and lots of ambiguity.  

Initiative to tackle and wrangle complex, technical concepts and build confidence with leaders, other product managers, and engineers. 

Ownership mentality and a strong will to move mountains to deliver results. 

Previous background with UCaaS, CCaaS, CXaaS, or CPaaS a plus but not required. 


Why Cisco 

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.  

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box! 

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) 

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. 

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Posted: 2021-06-09 Expires: 2021-07-10
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Contact Center Product Lead - AI

Cisco Systems Inc.
San Jose, CA 95113
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