Position Overview
This role focuses on the end-to-end AI lifecycle, encompassing systems for products such as Conversational AI, Conversational Builder, Agent Assist, and KAI. You will be responsible for defining the technical roadmap to enhance AI accuracy, scalability, and performance, ensuring seamless and intelligent handling of customer interactions. Your work will directly impact customer satisfaction and operational efficiency by leveraging cutting-edge LLMs and natural language processing to deliver world-class conversational experiences. You will collaborate closely with cross-functional teams, including Engineering, Data Science, Sales, and Customer Success, to define product strategy, prioritize features, and deliver innovative solutions that ensure scalability, reliability, and best-in-class experiences for brands.
Key Responsibilities & Impact
- Product Strategy: Develop and articulate a clear product vision and strategy for Conversational AI Teams, ensuring alignment with the company's goals and strategic advancements.
- Feature Prioritization: Define, review feature requests, and prioritize product features and enhancements based on customer feedback, market research, competitive analysis, and business objectives, focusing on message processing, real-time routing, and system scalability.
- Roadmap Planning: Create and maintain a detailed product roadmap, outlining key milestones, dependencies, and timelines for delivering new AI capabilities that enhance conversation handling and agent assist features.
- Cross-Functional Collaboration: Work closely with Engineering, Infrastructure, Cloud, AI/ML teams, Sales, and Customer Success to align priorities and drive execution of platform improvements that optimize system performance and reliability.
- Scalability and Performance: Champion a platform-first approach, ensuring the Conversational AI platform infrastructure is designed for high availability, low latency, and the ability to process billions of messages with optimal efficiency.
- Market Analysis: Conduct ongoing research and analysis to identify emerging trends in large-scale messaging, Conversational AI, AI-driven routing, and emerging LLM trends to inform platform evolution.
- Customer Engagement: Engage with enterprise customers, partners, and internal stakeholders to gather insights on performance bottlenecks, pain points, and evolving needs, translating feedback into actionable product improvements.
- Go-to-Market Strategy: Partner with Marketing, Sales, and Customer Success teams to develop go-to-market strategies, ensuring seamless adoption of new platform features and driving overall business impact.
- Performance Tracking: Define key performance indicators (KPIs) and metrics to measure the effectiveness of Conversational AI platform capabilities, leveraging data to optimize performance, reduce latencies, and improve AI routing and resolution accuracy.
- Thought Leadership: Stay informed about advancements in Conversational AI systems, large language models (LLMs), and best practices in high-scale AI infrastructure, sharing insights to drive platform innovation.
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Engineering, Business, or a related field (MBA preferred).
- 7+ years of experience in product management, with a track record of successfully launching and managing SaaS products or platforms. Having experience in AI/ML-centric SaaS products or platforms in the enterprise space is a plus.
- Deep understanding of Conversational AI systems, including natural language processing (NLP), Large Language Models (LLMs), dialog management, and the underlying technical architecture.
- Proven ability to develop and execute product strategy, prioritize features, and drive product roadmap planning in a fast-paced, agile environment.
- Strong analytical skills, with the ability to gather and interpret data, identify trends, and make data-driven decisions, Having AI performance metrics (e.g., resolution rate, accuracy, latency) is a plus.
- Excellent communication, collaboration, and leadership skills, with the ability to influence and inspire cross-functional teams.
- Experience working with enterprise customers and a strong customer focus, with the ability to empathize with customer needs and pain points.
- Passion for innovation, creativity, and solving complex problems to deliver impactful solutions in the rapidly evolving Conversational AI industry.