Product Manager

• Define and evolve a data-driven Conversational & Agentic AI strategy aligned to enterprise goals (automation, CX, cost, quality, risk)
• Lead buy/build/partner decisions; develop business cases, TCO/ROI models, and measurable value hypotheses
• Own and continuously refine the product roadmap, features, and OKRs across journeys (voice, chat, messaging, web/mobile self-service)
• Own the product backlog (epics, features, user stories, acceptance criteria), prioritize ruthlessly, and run iterative, outcome-focused releases
• Drive cross-functional delivery with engineering, data science, design, and operations; coordinate dependencies with marketing, compliance, risk, and legal
• Lead demos, stakeholder communications, and change management to drive adoption (agents, supervisors, operations leaders)
• Build and scale solutions on modern CCaaS and CRM AI stacks
• Shape next-gen conversational and agentic capabilities
• Integrate with CRM (Salesforce/Dynamics), ITSM (ServiceNow), knowledge systems, telephony, and other systems
• Partner on Responsible AI: privacy/PII and PCI considerations, guardrails, human-in-the-loop, monitoring, auditability, and model risk management
• Define and monitor KPIs such as containment/deflection rate, FCR, AHT, transfer and escalation rates, CSAT/NPS, self-service adoption, cost per contact, and agent assist impact
• Run experiments (A/B), measure impact, and iterate to continuously improve outcomes

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