Key skills
AILLMSSOSaaSCRMProduct Management
About this role
Role Overview
- You’re one of two PMs reporting to the VP, Product Management. You own the platform behind the product — the AI services, Desktop Intercept, and Integrations that power every surface an agent or supervisor sees.
- Your counterpart, PM – Workspace, owns the Agent UI, Control UI, and Active Listening UX on top of what you build. You partner constantly; you own different halves of the same product.
Requirements
- 7+ years of product in B2B SaaS; contact-center, CCaaS, or developer-platform experience strongly preferred.
- Writes crisp one-page specs that an engineer can build from without a meeting.
- Technical enough to reason about events, plugins, and latency budgets — you don’t need a translator.
- Has shipped to real enterprise customers on a fast cadence, with the scar tissue to prove it.
- Reads the market. Knows the competition cold — who’s winning, why, and where they’re exposed — and has a point of view.
- Business-fluent. Frames decisions in ARR, attach, retention, and margin. Can sell a bet to a CRO, not just to engineering. Treats pricing and packaging as product.
- Has taste. Can tell within 30 seconds of a demo whether a flow will wow a buyer or lose the deal.
- Shows their work. Brings a competitor teardown or packaging proposal to the final round.
- Platform, API, or developer-tools PM experience — you’ve shipped something other engineers or partners build on top of.
- Reasons fluently about events, plugins, latency budgets, and failure modes. You debug the trace, not just read the summary.
- Has owned LLM-backed services in production and understands eval, guardrails, and non-determinism first-hand — not from a blog post.
- Integration and partner-ecosystem experience: CCaaS, CRM, telephony, or data-warehouse connectors, with the auth / SSO / webhook plumbing that comes with them.
- Comfortable with the privacy and PII-redaction demands of capturing real customer conversations at scale.
- Bonus: exposure to desktop or native-client capture, CTI, or contact-center telephony.