Leader, Knowledge & AI Support Automation Management
Core
Architect global knowledge strategy and lead the KCS Center of Excellence to drive AI-driven support transformation and operational excellence for Cisco's Technical Assistance Center.
Role type
Senior IC Knowledge Management Leader (Strategy & Operations)
Builds
Global knowledge ecosystems optimized for human and machine consumption, AI-enabled support tools, and executive dashboards.
Domain
IT Services / Customer Support / Knowledge Management / AI
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Knowledge Management (KCS v6), Strategic Leadership, Cross-functional Influence, AI-assisted support integration, Data visualization, Organizational change management
Preferred skills
SaaS environment experience, MBA or Master's degree, Large-scale change project management
Technologies
Salesforce Service Cloud, Tableau, Splunk
Responsibilities
Implement long-term vision for KCS COE aligned with corporate AI goals; Mentor and manage KM Leaders and KCS Knowledge Leads; Partner with Technology Group Owners to integrate KCS with AI-driven support tools; Serve as liaison between Operations, Technology, and Product leaders; Establish enterprise-wide governance for knowledge quality and ROI; Drive cultural transformation to embed 'knowledge-first' practices.
Seniority
Senior, hands-on IC with strategic leadership
