Lead the strategy and development of AI-driven routing solutions within the Talkdesk Omnichannel Platform, collaborating cross-functionally to enhance customer engagement and operational efficiency.
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!
Job Summary:
- At Talkdesk, we are redefining the customer experience by delivering AI-powered contact center solutions that drive efficiency and innovation. We are looking for a Senior Product Manager to help evolve our routing and assignment capabilities within the Omnichannel Platform. In this role, you will work cross-functionally with engineering, AI, UX, and GTM teams to enhance how interactions are routed to the most suitable resource, human or AI, across channels.
- This is a key role supporting the delivery of scalable, intelligent routing features that impact operational efficiency and customer satisfaction.
- This is an opportunity to work on one of the core components of the Talkdesk platform, directly impacting operational efficiency and customer outcomes across our global customer base.
- If you’re passionate about solving complex technical problems with data-driven solutions and want to shape next-generation customer engagement, we’d love to meet you.
- Join us in shaping the future of AI-driven routing 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 strategy and roadmap for the next-generation routing & assignment engine within Talkdesk’s omnichannel platform, ensuring alignment with business goals and customer needs.
- Collaborate on the evolution from rule-based routing to predictive, dynamic, and context-aware decisioning that intelligently matches the right resource to each customer's needs.
- Collaborate closely with AI, engineering, UX, and business stakeholders to design a scalable, flexible, and AI-native assignment platform.
- Manage the full product lifecycle, from ideation to launch and iteration, ensuring continued product excellence and market competitiveness.
- Engage with enterprise customers and strategic partners to validate problems, test concepts, and drive early adoption of routing innovation.
- Establish strong feedback loops and influence GTM to drive positioning, enablement, and customer success for routing capabilities.
- Establish and monitor success metrics to assess product performance, user adoption, and impact on customer outcomes.
Qualifications:
- 4+ years of product management experience, ideally including work on platform or data-driven products.
- Experience contributing to the development of routing, assignment, or decisioning systems, particularly in customer engagement or enterprise workflows.
- Familiarity with contact center operations, omnichannel service delivery, or customer-facing platforms is a strong plus.
- Exposure to AI/ML-powered products or decision systems (e.g., predictive models, skill-based routing, personalization engines) is preferred.
- Strong analytical and prioritization skills, with a data-driven mindset and the ability to balance technical depth with business impact.
- Experience working in cross-functional teams including engineering, design, and AI/ML stakeholders
- Excellent written and verbal communication skills, with the ability to clearly articulate product goals, decisions, and trade-offs to diverse audiences.
- Strong analytical and strategic thinking skills; able to connect product details to business outcomes.
- A proactive, collaborative mindset, with the ability to drive execution in fast-paced, dynamic environments.
- Bachelor’s degree in Business, Engineering, Computer Science, or a related field is preferred.
Additional Notes:
This position will follow a hybrid work model.
#LI-Hybrid
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.Top Skills
AI
Machine Learning
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