Engineering Product Manager :AI & Customer Experience

Job Summary

Meet the Team

Webex Customer Experience Solutions is shaping the future of customer experience by helping organizations deliver connected, intelligent, and trusted interactions at scale. We build modern, intuitive, and efficient experiences for agents, supervisors, operators, and analysts by bringing together AI, automation, data, and human-centered design.

Across the United States, Europe, and Asia, we partner with Engineering, Design, Sales, Marketing, Customer Success, Solution Consulting, and Operations. We are customer-obsessed, collaborative, curious, and high ownership: we move with urgency, learn continuously, challenge the status quo, and support one another in turning ambitious ideas into meaningful products.

Your impact

As a Product Manager, you will deliver a defined set of product features or a focused workstream within Webex Customer Experience Solutions. You will work with your manager and senior product partners to understand customer problems, translate priorities into requirements and success measures, and coordinate delivery with Engineering, UX, and other teams. You will monitor results after launch, share customer and usage insights, recommend improvements, and escalate risks early.

Responsibilities

• 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.

Minimum qualifications

• 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.
• Be data driven when it comes to decisions / recommendations / contributions