Senior Technical Program Manager, Services Tools & Diagnostics
Core
Design and build intelligent automation systems, AI workflows, and decision logic that power customer experience operations for Technical Account Management, Professional Services, and Engagement Management teams.
Role type
Senior Technical Program Manager (hands-on builder)
Builds
Intelligent automation systems, AI workflows, knowledge retrieval systems, and observability dashboards for service delivery teams.
Domain
Communications technology (CPaaS) and Customer Experience Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Python, TypeScript (Node.js), REST API integration, LLM system design (tool use, function calling, prompt architecture), RAG architectures, Advanced SQL (ClickHouse), Dashboard development (Grafana, Salesforce, Tableau, Looker, Airtable), Git/CI practices
Preferred skills
Zendesk platform experience, AI system observability and A/B testing, CPaaS/SaaS domain knowledge
Technologies
Anthropic Claude API, Claude Agent SDK, MCP servers, Slack, Jira, Zendesk, Grafana, ClickHouse, Salesforce, Tableau, Looker, Airtable
Responsibilities
Architect systems for account health observability and workflow automation; Build AI workflows connecting agents to enterprise tools; Design decision frameworks for autonomous vs. human-in-the-loop operations; Extend observability foundations with production dashboards; Operate within vetting-and-graduation governance models; Instrument systems to tie technical performance to business outcomes; Translate complex system behavior for executive audiences
Seniority
Senior, hands-on IC
