Define and own the multi-year product strategy and roadmap for the Omni-Channel Gateway portfolio, encompassing unified routing logic, CCaaS/CRM integrations, and the foundational orchestration infrastructure for the AI agentic layer.
Forge strategic partnerships across the broader organizations, ensure seamless session management, secure data payloads, and frictionless handoffs across human agents, virtual agents, and third-party enterprise systems.
Partner with platform engineering, system architecture, AI/ML, and cross-functional leadership to guide high-throughput backend systems from 0-to-1 ideation through to resilient enterprise scale.
Identify breakthrough opportunities within contact center architecture and AI orchestration. Frame technical integration spaces and define highly scalable API-first product models.

Senior Product Manager, Omni-Channel Gateway, Applied AI

Job Description