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.
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.
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.)