Job Description

Your Talent, our Vision – together we see beyond. Your start at ZEISS Vision Care. As a leading manufacturer of ophthalmic lenses, we help people around the world achieve a clearer vision – sustainable and with focus on the future.

Our products are as diverse as the career paths we offer, from tailored lenses to award-winning measurement systems. Become part of our team and shape a future in which clear vision and professional success go hand in hand.

Your Role

• 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.

Your Profile

• 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.

Your ZEISS Recruiting Team:

Ronan McHugh