Drive Product Strategy
Define and execute the product vision and roadmap for voice and contact center capabilities
Identify opportunities to improve customer experience, reduce wait times, and increase agent efficiency
Translate business needs into scalable product features, including routing, automation, and AI-driven voice solutions
Own Product Delivery
Lead the end-to-end product lifecycle—from discovery and prioritization through delivery and iteration
Partner closely with engineering teams to build scalable, reliable, and high-performing solutions
Drive adoption of AI-powered capabilities such as conversational IVR and intelligent automation
Enhance Customer & Agent Experience
Design modern contact center experiences, including: Intelligent routing to connect customers to the right agent faster, Seamless call transfers with full context, Natural, conversational voice interactions
Continuously improve agent workflows to increase productivity and reduce friction
Collaborate Cross-Functionally
Work closely with Customer Support, Engineering, and Product teams to deliver impactful solutions
Align stakeholders around priorities, trade-offs, and roadmap decisions
Contribute to early-stage innovation and testing of new capabilities
Leverage Data & Insights
Use data, metrics, and user feedback to inform product decisions and drive continuous improvement
Monitor performance and partner with engineering to enhance reliability and scalability

Experience in a Product Manager or Associate Product Manager role
Strong understanding of contact center or customer support technologies, such as IVR, conversational AI, or routing systems
Experience working in Agile environments and delivering products in fast-paced settings
Strong stakeholder management and communication skills
Data-driven mindset with the ability to use metrics to guide decisions
Nice to Have: Experience with Salesforce or similar CRM platforms
Familiarity with AI-driven customer support tools
Salesforce certifications (e.g., Admin, Platform App Builder)

Product Manager, AI Voice & Contact Center

Key skills