Engineering Product Manager :: AI & Customer Experience (Webex Customer Experience Solutions) | 5-9 years
Cisco · Posted Oct 27
Networking, cloud, cybersecurity, and enterprise IT infrastructure services
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About the role
Webex Customer Experience Solutions builds connected, intelligent, and trusted customer experience products for agents, supervisors, operators, and analysts, bringing together AI, automation, data, and human-centered design. The team partners with Engineering, Design, Sales, Marketing, Customer Success, Solution Consulting, and Operations across the United States, Europe, and Asia. As a Product Manager, you will own a defined feature set or workstream — from customer discovery and requirements through delivery, launch, and post-launch improvement — working with Engineering, UX, and Data teams.
What you will do
- Work with customers, partners, and field teams to understand customer workflows. Use feedback, usage, support trends, and market signals to validate problems and desired outcomes.
- Contribute to the roadmap and own prioritization for a defined feature set or workstream, in partnership with your manager and senior product leaders. Translate priorities into requirements, success measures, and delivery plans.
- Partner with Engineering, UX, Data, and technical teams to deliver reliable experiences. Clarify tradeoffs and dependencies, track decisions and risks, and raise blockers early with recommendations.
- Support launch readiness, positioning, enablement, documentation, and customer communication with Sales, Marketing, Customer Success, Support, and Operations. Monitor adoption and quality after launch and use evidence to recommend improvements.
- Use AI tools responsibly to support product discovery, analysis, prototyping, and execution. Share practices that strengthen team collaboration and product quality.
Skills used in this role
What the employer is looking for
- Bachelors + 5 years of related experience, or Masters + 3 years of related experience of product management or closely related experience, ideally in enterprise software, SaaS, communications, cloud, or customer experience products.
- Experience delivering a defined feature set or workstream from customer discovery and prioritization through requirements, delivery, launch, and post-launch improvement.
- A customer-centered and data-driven approach to defining problems, prioritizing work, and measuring outcomes.
- Strong ability to influence Engineering, UX, data, Sales, Marketing, Customer Success, and Operations partners in a matrixed environment without direct authority.
- Experience using AI tools in product work, such as synthesizing customer feedback, analyzing product data, exploring concepts, or improving product workflows.
- Strong written and verbal communication skills, including the ability to synthesize customer and stakeholder feedback into clear product requirements and explain product decisions, tradeoffs, risks, and progress to different audiences.
- Technical fluency to understand workflows, integrations, APIs, data, dependencies, and engineering tradeoffs.
Preferred qualifications
- Experience in contact center, CCaaS, digital channels, omnichannel customer experience, communications, or enterprise SaaS products.
- Familiarity with product analytics, experimentation, or AI-enabled customer experiences.
- Experience working with enterprise customers, strategic partners, and globally distributed product and engineering teams.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Cisco
Cisco Systems, Inc. is a worldwide leader in IT, networking, and cybersecurity solutions that transform how people connect, communicate, and collaborate. The company specializes in routing, switching, data center infrastructure, and software-defined networking designed for enterprises of all sizes. Today, Cisco drives major advancements in AI infrastructure, observability, and secure hybrid work platforms.
- Industry
- Networking
- Company size
- 90000+ employees
- Founded
- 1984
- Location
- San Jose, California, USA
- Funding stage
- Public Company
Leadership
Chair and Chief Executive Officer
President and Chief Product Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief People, Policy & Purpose Officer
Executive Vice President and Chief Customer Experience Officer
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