LEAD PRODUCT AI & DIGITAL PLATFORM-INDIA at Lumen Technologies in Bengaluru

Job description

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today. The Role We're seeking a Product Owner , AI, Agentic Capabilities & Customer Experience to define and execute the strategy for bringing advanced and proactive AI capabilities, including Agentic AI, to the Lumen Customer Portal and enterprise digital experiences. This critical role is about building the next generation of digital service, moving the customer experience from interaction-first to resolution-first, by leveraging AI and autonomous (agentic) capabilities to solve complex B2B customer issues end-to-end and drive significant operational efficiency. This individual will own the Generative AI and Agentic Roadmap and its required foundational platform components, ensuring seamless integration into the enterprise customer portal, developer portal, and underlying API products. The individual in this role collaborates closely with cross-functional teams to drive development and integration, establish and maintain alignment between the customer experience and development roadmaps, and serve as a champion for safe, reliable, and high-quality autonomous experiences. The Main Responsibilities Architecting the AI Future: Work collaboratively and cross-functionally to define the vision for the Lumen Platform's Generative AI strategy, specifically focusing on how Large Language Models (LLMs) and autonomous/agentic systems can resolve complex B2B customer issues end-to-end, aligned with organizational goals and strategic priorities. Bridging Technical & Business Needs: Translate complex B2B customer journeys and business requirements (e.g., ticket creation, service modification, billing inquiries) into clear, actionable technical specifications for AI Agents, conversational interfaces, and workflow automation systems and their required underlying Tooling/APIs and orchestration logic. Deep Customer & AI Feedback Engagement: Engage regularly with customers and platform users to capture real-world feedback on AI accuracy, trust, and usability. Leverage these insights to inform the Agentic AI continuous learning and refinement roadmap, ensuring high user satisfaction (CSAT/NPS). Championing the AI Tooling Layer: Advocate for and drive an API-first strategy to ensure the platform provides a robust, governed, and structured Tooling Layer that AI models and autonomous agents can reliably call for action (e.g., defining API standards, taxonomy, and latency requirements for AI consumption). Driving AI Execution & Governance: Lead execution of the Generative AI and Agentic roadmap, defining detailed capabilities, LLM integration requirements, and Guardrails & Safety protocols (including Prompt Injection Prevention, data masking, and compliance checks) to mitigate risks like hallucination and data leakage. AI Performance & Lifecycle Management: Implement rigorous AI Governance and MLOps practices. Define and track key performance indicators including Task Success Rate, Hallucination Rate, Cost Per Interaction (CPI), and Agent Latency, ensuring solutions are robust, and changes are vetted against these metrics before release. Continuous Improvement: Identify opportunities to improve the end-to-end roadmap execution process, driving key learnings back into the organization. What We Lo