Product Manager - Agentic AI Contact Center (70010102)

Job Summary

We are seeking a Product Manager to lead the strategy, development, and delivery of AI-powered solutions for transforming our contact center platform. This role focuses on improving customer experience platforms, agent productivity, and operational efficiency using technologies like Conversational AI, automation, and analytics.
The ideal candidate will own the definition of the roadmap for Optimum’s Contact Center AI platforms and products (chatbots, voice bots and agent assist tools), identify opportunities to leverage AI/ML to improve customer interactions and reduce cost, and align product vision with business goals and customer needs.

Responsibilities

• Define and drive the product strategy and roadmap for conversational AI (chat and voice) to enhance customer experience, self-service, and engagement.
• Collaborate cross-functionally with customer care, sales operations, support, engineering, design, data science and analytics teams to deliver AI-powered contact center solutions.
• Translate customer needs and pain points into clear product requirements, including PRDs, user stories, and acceptance criteria.
• Prioritize features based on business impact, feasibility, and ROI, ensuring alignment with overall business goals.
• Identify and execute opportunities to modernize chat and IVR systems, improving customer interactions and reducing operational costs.
• Lead the integration of GenAI and LLM capabilities to advance conversational systems, including dialog flow and intent recognition.
• Support go-to-market strategies and product launches while effectively communicating product vision, progress, and outcomes to stakeholders.
• Drive data and metrics driven operational efficiency improvements including containment rate, self-service adoption, hold times, first call resolution, sentiment analysis and live agent transfer rate.
• Monitor product delivery, track success metrics against roadmap goals, and proactively manage risks to ensure successful business outcomes.

Qualifications

• 7–10 years of product management experience in enterprise software or telecom
• Proven experience building customer experience platforms or contact center products
• Experience working in Agile/Scrum environments and leading cross-functional delivery
• Strong understanding of AI/ML concepts, including NLP, speech recognition, and conversational AI
• Experience with GenAI/LLMs and their application in customer support (chatbots, voice bots, agent assist)
• Working knowledge of APIs, microservices, and system integrations across telecom OSS/BSS stacks
• Understanding of telecom contact center operations, including call flows, IVR systems, and omnichannel support (voice, chat, messaging, social)
• Exposure to workflow automation, orchestration, or emerging agentic AI concepts in customer care
• Strong problem-solving skills in complex, interdependent ecosystems spanning legacy and modern platforms
• Proven ability to work across customer care, network operations, IT, and digital product teams
• Strong communication skills to translate technical AI concepts into business value
• Ability to interpret data, model performance metrics, and analytics to inform product decisions
• Experience building business cases and measuring success through data-driven KPIs