Senior Product Manager - Vault CRM - Service Center
Core
Architect the global service and contact center vision within the Vault CRM ecosystem, driving roadmaps for AI agents and engagement channels to serve life sciences companies.
Role type
Senior Product Manager (Service/Contact Center)
Builds
AI agents, Engagement Channels (telephony/CCaaS, Email, WhatsApp, SMS), and core platform features optimized for service users.
Domain
Life Sciences / SaaS / Contact Center
Deliverable
production ML models | product features
Required skills
Service/Contact Center product management, CCaaS domain expertise, enterprise SaaS solution design, agile backlog management, functional/technical specification writing, AI agent partnership, full lifecycle feature management
Preferred skills
Conversational AI, LLMs, recommendation engines, Veeva Vault Platform, software development background
Technologies
AI agents, CCaaS, telephony, Email, WhatsApp, SMS, LLMs
Responsibilities
Own strategy and delivery of service center functionality; Partner with wider Vault CRM PM team to integrate service requirements; Evangelize products and act as subject matter expert; Translate service processes into functional/technical specs; Partner with AI PM team to build helpful agents; Guide features from concept to global release and adoption
Seniority
Senior, hands-on IC