Description
The Cisco CX Technical AI Product Management team drives the transformation of Support and TAC into an AI-native operation. You will own the end-to-end product roadmap for AI-native Support/TAC capabilities, balancing immediate wins in deflection and entitlement accuracy with long-term domain ontology development.
Responsibilities:
- Define and optimize the pre-case intake experience, ensuring fast self-serve resolution while accurately admitting cases that require human intervention.
- Lead the design and governance of the SR Case lifecycle, improving classification, assignment, and resolution processes to drive measurable support efficiency.
- Partner across Product, Engineering, and Support leadership to codify domain events, confidence rules, and escalation policies that enable autonomous agent workflows.
Minimum Qualifications:
- Bachelor's or Master's degree in Computer Science, Engineering, Data Science, Business, or related field.
- 5+ years of product management experience owning technical support, service-request, or customer-success platforms end to end.
- Hands-on experience with agentic AI, autonomous AI agents, or multi-agent orchestration frameworks.
- Proven expertise in support/ticketing lifecycle design including intake, entitlement, classification, assignment, and resolution flows.
- Experience defining governance for automated workflows, including autonomy tiers, confidence gating, and RACI accountability.
Preferred Qualifications:
- Background in technical support, TAC, or managed services, especially in networking or infrastructure.
- Familiarity with Cisco IQ, AgenticOps platform, AI Canvas, and lifecycle-risk concepts.
- Experience with event-driven or state-machine-based workflow design.
- Knowledge of upsell/attach motions and converting support insights into cross-sell pipeline.
- Prior experience in AI/ML product strategy, AI product management, or applied AI engineering roles.
Benefits:
- Medical, dental, and vision insurance.
- 401(k) plan with a Cisco matching contribution.
- Paid parental leave.
- Short and long-term disability coverage.
- Basic life insurance.
- Paid time away.
- Optional 10 paid days per full calendar year to volunteer.
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