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Cisco Senior Product Manager - Webex Contact Center in Boxborough, Massachusetts

Have you ever had a poor customer experience and thought of a million ways in which it could be improved? If so, we want to talk.

Who We Are

Our Customer Contact Business Unit is an industry leader in the market, developing and delivering intelligent customer and employee experiences at cloud speed and scale.

We are on a mission and with an appetite to hire A+ Product Managers who can:

  • Articulate the next generation of Customer Care SaaS Solutions that will fundamentally change the way companies engage with their customers and will transform this multi-billion-dollar industry.

  • Build the future of customer care with us

Who You Are:

  • You are passionate about building the right products

  • You know how to define the WHY and WHAT so you can help your engineers know HOW and WHEN to deliver.

  • You have a keen eye for a good user experience, but know when and how to pull in a UX Team to take your vision and apply it to the WHO in your products.

  • You are outspoken about customer needs vs wants.

  • You have the heart of a teacher. You love to be guided and to teach.

  • You can give high and low-level demonstrations and presentations to a variety of audiences.

  • You seek opportunities to coach and mentor because you understand we are all students yearning to grow. You pay it forward.

  • You get things done and never give up.

  • You are driven and biased towards execution and delivery - taking on what needs to be done and owning it through to the end and beyond.

  • You lead by example with your tenacity and extreme ownership ethic, while worrying about how to extend organizational reach with technology to make a customer experience better.

What You’ll Be Doing

  • Product owner over functional areas of product and own the business outcomes for products.

  • You will devise and communicate top-level objectives and measures of success to guide your teams, challenge them, and hold them accountable.

  • You will partner with engineering to implement well-studied and researched requirements in a roadmap for your engineers to deliver.

  • You will bring the market requirements, and your engineering partner will bring the technical reality; the result will be a balanced, pragmatic, and ambitious plan of attack that encourages the market and scares our competitors.

  • You will make decisions about the customer needs and what they need first; you will consider the myriad of opportunities and constraints and collaborate with others to come up with the best business plan possible for executing the strategy.

  • You will deliver high-value business plans for your software products and will strive to cultivate of culture of continuous flow of high value product requirements to the engineers.

  • You will automatically think about non-functional requirements and hold yourself to a high bar to deliver trustworthy software, high scalability, and sustainability

  • You will want to shout it from the rooftops how cool and exciting your products are but know when and how to communicate to internal teams, partners, customers and even analysts

Who You’ll Work With

  • You will be business partners with engineering

  • You will work with customers and the business at all levels as well as your peer product mangers to understand the requirements needed and then bring them back to your immediate teams; managing up, down, across, diagonally, inside and out - whatever it takes to deliver customer value.

  • You will have the privilege to work with members of the sales, customer success, support, and marketing areas of the business unit. You will connect with them at a regular basis and consider them an extension of your business team.

  • You will engage with the broader community inside and outside Cisco. As a product manager and you will constantly look for ways to build relationships and partnerships that help you recruit and optimize your ability to deliver value.

How You’ll Succeed

  • Know your product inside and out and deliver product that map to business outcomes.

  • Create, own, communicate, and deliver against a well-defined strategic roadmap.

  • Understand the product and the market, competition, and business cases and solutions to delivering customer needs.

  • Defines requirements for the engineering teams and guides the why and what of the product.

Join our Force if you have:

  • 8+ years of experience in product management.

  • Experience in building highly available and reliable cloud-based applications

  • Experience with Contact Center IVR, queueing, and routing

  • Experience with Machine Learning and Artificial Intelligence

  • Experience with API’s and developer ecosystems

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t 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, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take ambitious steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#LI-Remote

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

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