Product Manager- Contact Center (from 3+ Years of exp

  • Location:
    Bangalore, India
  • Area of Interest
    Webex (Collaboration)
  • Job Type
    Professional
  • Technology Interest
    Webex (Collaboration)
  • Job Id
    1353195

Who We Are:

Our Contact Center 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 Manager who can:

  • Articulate the next generation of Contact Center Agent experience, that will fundamentally change the way companies engage with their customers and will transform this multi-billion-dollar industry.
  • Build the future with us

Who You Are:

  • You possess excellent analytical abilities, with keen focus on solving customer asks
  • Passionate about building the right products, with focus on end users
  • Have an engineering background
  • Know how to define the WHY and WHAT so you can help your engineers decide HOW and WHEN to deliver.
  • You have a keen eye for good user experience
  • 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 have excellent interpersonal skills and love to articulate facts clearly.
  • 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.

Who You’ll Work With:

  • You will be business partners with Engineering
  • You will work closely with Senior Product Managers in driving requirements for the Agent Desktop
  • You will engage with the User Experience Team in firming the apt UX for the product
  • You will have the privilege to work with members of the Sales, Customer Success, Support, and Marketing areas of the business unit. 
  • It will not be unusual for you to meet with and present to cherished Partners and Customers.

Required Skills:

  • 3+ years of experience in Product Management.
  • Experience with Contact Center solution and Cloud-based products
  • Knowledge of product inside out and experience in delivering product features to customers
  • Build, own, clearly communicate, and deliver features against a well-defined strategic roadmap.
  • Excellent analytical abilities with focus on understanding and solving customer requirements
  • Prior involvement and experience with UX & UI led product development

What You’ll Be Doing:

  • You will be the Product Manager for the Agent Desktop, working closely with Senior Product Managers and User Experience team
  • You will be working on the Cisco Webex Contact Center solution
  • You will partner with Engineering to provide well-studied and researched requirements in a roadmap, for your engineers to deliver.
  • You will gather customer requirements, and your engineering partner will provide the technical reality; the result will be a balanced, pragmatic and aggressive plan of attack that encourages our customers and scares our competitors.
  • You will make product decisions, based on detailed assessment of customer needs
  • You will be closely involved in and drive technical product decisions
  • You will automatically think about non-functional requirements and hold yourself to a high bar to deliver dependable software with high scalability and sustainability
  • You will deliver product demonstrations to customers and partners

We Are 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. 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 bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.


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