The application window is expected to close on: 11/29/2026 MEET THE TEAM
The Cisco CX Technical AI Product Management team drives the transformation of Support and TAC into an AI-native operation, where autonomous agents optimize workflows with minimal human intervention. This team plays a critical role in Cisco's broader AI-powered Customer Experience strategy, enhancing support efficiency and customer satisfaction across the company. Comprised of experienced product managers, engineers, and support leaders, the team fosters a collaborative and innovative environment focused on cutting-edge AI solutions. What makes this team exciting is its pioneering work in agentic AI, shaping the future of technical support through automation and intelligent orchestration.
YOUR IMPACT
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. 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. Success means delivering faster, smarter support outcomes that increase deflection rates, entitlement accuracy, and Professional Services pipeline conversion.
MINIMUM QUALIFICATION S
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 (e.g., CMMN, BPMN)
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
Pourquoi Cisco?
Chez Cisco, nous révolutionnons la façon dont les données et les infrastructures se connectent et protègent les entreprises à l’ère de l’intelligence artificielle et au-delà. Nous innovons sans crainte de manquer quelque chose depuis 40 ans pour créer des solutions qui optimisent la collaboration entre les humains et la technologie dans les mondes physiques et numériques. Ces solutions offrent aux clients une sécurité, une visibilité et des analyses inégalées sur l’ensemble de l’empreinte numérique.
Alimentés par la profondeur et l’étendue de notre technologie, nous expérimenterons et créons des solutions significatives. Ajoutez à cela notre réseau mondial de personnes fonceuses et d’experts, et vous verrez que les possibilités de grandir et de bâtir sont illimitées. Nous travaillons en équipe, en collaborant avec empathie pour réaliser de très grandes choses à l'échelle mondiale. Parce que nos solutions sont partout, notre impact est partout.
Nous sommes Cisco, et notre puissance commence avec vous.
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