Product Manager — Services
Core
Own the backend platform for AI CX tools (automated QA, conversational analytics, knowledge assist, agentic automation), including AI services APIs, Desktop Intercept, and integrations.
Role type
Senior Product Manager (AI Platform & Infrastructure)
Builds
Production-ready AI services, Desktop Intercept client, and enterprise integrations for CCaaS/CRM platforms
Domain
AI Customer Experience (CX) / Enterprise SaaS
Deliverable
production ML models | product features | infrastructure
Required skills
API design, systems-level product management, latency/cost optimization, eval & guardrails strategy, enterprise integration strategy, roadmap ownership
Preferred skills
CCaaS platform knowledge, privacy-by-design expertise, partner ecosystem management
Technologies
CCaaS (NICE, Genesys, Five9, Talkdesk), CRMs (Salesforce, Zendesk), telephony/CTI, data warehouses, webhooks, SSO
Responsibilities
Own the AI services API contract, Desktop Intercept client, and integration roadmap end to end; Set latency and cost budgets per service and hold the org to them; Own eval and guardrails as product to define safety and quality metrics
Seniority
Senior, hands-on IC