Technical Product Owner - AI Agents & Enterprise AI Platforms

• Own product vision, roadmap, and adoption strategy for AI capabilities across global customer interaction processes.
• Deliver cost reduction by prioritizing and scaling (agentic) automation of service requests (from intake and triage to resolution and escalation).
• Define the target operating model for enterprise AI capabilities (buy vs. build decisions, governance, platform strategy).
• Design scalable agent orchestration patterns: classification, routing, multi-channel orchestration, fallback handling, and human-in-the-loop escalation.
• Establish robust approaches for RAG, prompting frameworks, evaluation, and quality measurement (accuracy, containment, safety, latency, cost).
• Partner closely with Engineering, Architecture, Security, Data and business stakeholders to move from pilots * production * scale.
• Facilitate workshops and decision forums; communicate clearly to both technical and business teams as well as to senior decision-makers.

What you'll build (example outcomes)

• A repeatable service automation blueprint (intake * classify * route * resolve/escalate) that reduces manual effort and improves time-to-resolution.
• An enterprise-ready agent orchestration layer spanning channels like chat, voice, portal and CRM-integrated into Salesforce/Genesys landscapes.
• A scalable approach to enterprise knowledge + RAG (data sourcing, access control, guardrails, monitoring).
• A practical evaluation and rollout playbook with KPIs and governance, enabling global adoption without sacrificing security or reliability.

• Strong experience as Technical Product Owner / Product Manager / Solution Lead in complex enterprise environments.
• Solid understanding of LLM capabilities, model selection considerations, and AI solution patterns.
• Experience designing or product-owning agent-based interaction systems and orchestration logic (classification, routing, escalation, collaboration).
• Strong enterprise architecture understanding: API-driven and event-driven landscapes, scalable solution design, security-by-design with focus on Salesforce and Azure environments.
• Ability to translate business goals (e.g., cost reduction) into clear product increments and drive delivery with cross-functional teams.
• Excellent stakeholder management; confident workshop facilitation and structured decision-making.
• Ability to monitor business impact of the solutions that you are responsible for in a data-driven methodology
• German at C1 level (spoken and written) is mandatory.
• Fluent English communication skills.

Nice to have

• Experience with Salesforce (Agentforce), Genesys, or comparable CRM/contact-center ecosystems.
• Familiarity with Azure AI Foundry, Azure OpenAI or similar enterprise AI platforms.
• Experience with AI governance, evaluation frameworks, and operational AI (monitoring, guardrails, incident handling).
• Experience rolling out products globally across regions, languages, and varying process maturity.

ZEISS is technology, optics and innovation. We develop, manufacture and sell highly innovative products and solutions for our customers in a variety of business fields. As one of the world’s top technology companies with a portfolio aligned with future growth areas like digitalization, healthcare and Smart Production, and a strong brand to boot, ZEISS is shaping the future far beyond the optics and optoelectronics industries. The company’s significant, sustainable investments in research and development lay the foundation for the success, continued expansion and market leadership.