Senior Product Manager, AI Innovations - Agent Assist

Overview

We are seeking an experienced and strategic Senior Product Manager to lead the development of our Agent Assist product portfolio. This role is focused on the ideation, development, and launch of AI-powered, real-time assistance functionalities designed to empower contact center agents.

Operating at the intersection of advanced machine learning and human-centric design, you will navigate the complexities of enterprise AI deployments. The ideal candidate is a self-directed leader who operates effectively with high autonomy, possessing a deep understanding of contact center dynamics and applied artificial intelligence.

Key Responsibilities

• Strategy & Product Lifecycle Management: Define the product roadmap and strategic direction for AI innovations within the Agent Assist portfolio. Oversee the end-to-end product lifecycle, driving initiatives from initial concept through to successful market launch and continuous iteration.
• Cross-Functional Collaboration: Partner closely with Engineering, Data Science, and Product Design to navigate complex data environments, AI/ML parameters, and optimize technical and user experience tradeoffs.
• Customer Engagement & Go-To-Market Alignment: Collaborate extensively with clients and Go-To-Market teams (Sales, Customer Success) to gather actionable insights, facilitate beta testing, and continuously refine the real-time agent-assist experience. Analyze competitive landscape.
• Data-Driven Decision Making: Make informed strategic decisions amidst ambiguity. Objectively evaluate product performance, prioritize resource allocation, and leverage KPIs to track user adoption and product efficacy.

Qualifications

• Education: Bachelor's degree in computer science, engineering, or related field; MBA is a plus.
• Professional Experience: 4+ years of comprehensive professional experience in SaaS product management. The ideal candidate will demonstrate adaptability and success across both agile, high-growth startup environments and established enterprise organizations.
• Product Leadership: A proven track record in a formal Product Management capacity, successfully delivering B2B SaaS solutions.
• Industry Expertise (Required): Essential background in the Contact Center industry coupled with direct experience building and shipping AI-driven products.
• Technical Acumen: Deep understanding of the product development lifecycle for ML-driven solutions, including data collection, model training tradeoffs, and analytics.
• Execution-Oriented: A highly autonomous operator capable of driving initiatives forward without relying on extensive operational support structures. You must be able to articulate and defend strategic decisions effectively and collaboratively.