Career Center

Product Manager / Technical Program Manager – AI (Ecommerce & Contact Centers)

We are seeking a skilled Product Manager / Technical Program Manager to lead the implementation of AI?€'powered solutions across enterprise ecommerce platforms and B2B contact center systems. This role serves as a critical bridge between business stakeholders, engineering teams, and technology vendors to deliver scalable, AI?€'driven customer service experiences across voice, chat, and digital channels.

Key Responsibilities

• Lead the vision, strategy, and delivery of generative and agentic AI solutions across ecommerce and customer service journeys.
• Translate business objectives, customer intents, and call/chat flows into clear product requirements and user stories.
• Manage product backlogs, sprint priorities, and roadmaps with defined MVPs and phased releases.
• Partner closely with engineering, UX, QA, operations, and cloud platform teams to ensure timely and high?€'quality delivery.
• Oversee integration with enterprise systems such as CRM, billing, telephony, analytics, and data platforms.
• Track and report key performance indicators including conversion, revenue, containment, CSAT, and automation success.
• Drive testing, tuning, and validation of conversational flows, NLU/NLP performance, and system integrations.
• Manage third?€'party vendors and support/professional services engagements.
• Document system configurations, design decisions, and product behavior for internal stakeholders.

Required Qualifications

• Bachelor’s degree in Computer Science, IT, Business, or a related field.
• 5+ years of experience in product management or technical program management within large enterprise environments.
• 2+ years of experience with conversational AI, IVR systems, chatbots, or contact center platforms.
• Hands?€'on experience with AI prototyping tools (e.g., no?€'/low?€'code or design?€'to?€'build tools).
• Experience implementing cloud?€'based conversational AI platforms.
• Strong understanding of NLU, intent modeling, and conversation design.
• Ability to analyze performance metrics and drive continuous product improvement.
• Excellent communication and cross?€'functional leadership skills.

Preferred Qualifications

• Experience with next?€'generation AI development frameworks and cloud AI services.
• Technical background in software engineering or technical product management.
• Knowledge of enterprise security, compliance, and privacy considerations.
• Experience with omnichannel orchestration, live agent handoff, or voice authentication.
• Product management or cloud certifications a plus.
• Master’s degree preferred.