SENIOR PRODUCT MANAGER

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally.
We champion an inclusive and diverse culture representative of the communities in which we live and serve.
And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint.
Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester.
With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization.
These principles drive us to make the impossible possible.
FAST.
Focus + Accountability + Speed = Talkdesker.
Focus.
Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
Accountability.
Hold self and others accountable to meet commitments and drive results.
Accept responsibility for successes and failures.
Speed.
Execute with agility and urgency.
Act promptly, decisively, and without delay.
Make good and timely decisions that keep the organization moving forward.
Talkdesker.
YOU! At Talkdesk, we are redefining the customer experience by delivering AI-powered contact center solutions that drive efficiency and innovation.
As a Senior Product Manager - Orchestration & Omnichannel Platform, you will play a key role in shaping our next-generation orchestration products, a highly central component of our portfolio.
Your work will empower administrators within contact centers by optimizing processes, automating workflows, and integrating AI-driven capabilities to enhance efficiency and reduce repetitive tasks.
This role is ideal for a strategic thinker with a passion for platform products, workflow automation, and low-code/no-code solutions.
You will drive the evolution of orchestration tools within our omnichannel platform, focusing on AI-first development and unlocking value for both end users and developers building on our platform.
Join us in shaping the future of AI-driven orchestration within the contact center space.
Apply now and be part of a team that is revolutionizing the way businesses optimize their customer engagement processes.
Duties and Responsibilities.
Own the product vision, strategy, and roadmap for orchestration products within Talkdesk’s omnichannel platform, ensuring alignment with business goals and customer needs.
Drive the design and development of intelligent workflow automation, enabling contact center administrators to optimize operations seamlessly.
Collaborate cross-functionally with engineering, design, marketing, and sales to define requirements and deliver impactful solutions.
Manage the full product lifecycle, from ideation to launch and iteration, ensuring continued product excellence and market competitiveness.
Work closely with internal and external stakeholders to gather insights, refine requirements, and ensure adoption of orchestration tools.
Develop strategies to integrate AI capabilities into orchestration and automation tools to streamline workflows and eliminate inefficiencies.
Establish and monitor success metrics to assess product performance, user adoption, and impact on customer outcomes.
Advocate for platform usability and extensibility, ensuring APIs and developer-friendly features enable seamless integration and value creation.
Stay informed on industry trends, competition, and best practices in orchestration, automation, and AI-driven process optimization.
Contribute to go-to-market strategies, ensuring successful positioning, launch, and enablement of new features and capabilities.
Qualifications.
Bachelor’s degree in Business, Engineering, Computer Science, or a related field; Master’s degree preferred.
5+ years of product management experience, with a proven track record in orchestration, automation, or workflow tools.
Experience in building and managing low-code/no-code products, particularly within enterprise software environments.
Strong understanding of CCaaS (Contact Center as a Service) platforms and the administrative workflows within contact centers.
Exposure to AI-driven automation and experience in incorporating AI capabilities into process optimization tools is highly desirable.
Experience in API-first product development and platform thinking, with a focus on enabling external developers and partners.
Ability to translate complex technical concepts into simple, impactful solutions for both technical and non-technical stakeholders.
Excellent communication, collaboration, and stakeholder management skills.
Strong analytical and decision-making abilities, with experience leveraging data to drive product direction.
A proactive, self-starter mindset with the ability to navigate ambiguity and deliver results in a fast-paced environment.
Work Environment and Physical Requirements.
Primarily office-environment work, extended periods of sitting or standing, computer-based work.
Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.) The Talkdesk story hinges on empathy and acceptance.
It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance.
To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.