What Success Looks Like (Objectives):Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.Key Responsibilities:- Define and drive the product vision for the Agentic AI development tool, ensuring it provides engineers with the capabilities to build autonomous, multi-step reasoning agents (e.g., automated support resolution, hyper-personalized outreach, human-in-the-loop handoffs)
- Partner with CX leadership to understand major friction points in the customer journey and ensure the AI platform possesses the capabilities (API integrations, RAG pipelines, Guardrails) needed to solve them
- Establish KPIs for the AI platform itself (developer velocity, system uptime, agent hallucination rates) and link them to downstream CX metrics (deflection rate, average handle time, NPS)
- Act as the ultimate owner of the platform backlog in Jira; break down highly complex, ambiguous AI initiatives into well-structured Epics, User Stories, and tasks
- Utilize Advanced Roadmaps, JQL, and Jira dashboards to track cross-sprint dependencies, forecast delivery of complex ML models, and provide transparent reporting to executive stakeholders
- Lead backlog grooming, sprint planning, and sprint reviews; clearly define acceptance criteria for non-deterministic AI features (e.g., "The agent must correctly route the intent with 95% confidence")
- Work daily with Senior/Staff AI Engineers, Data Scientists, and Backend Engineers to prioritize architectural foundational work (e.g., prompt management systems, memory/context windows, tool-use/function calling)
- Prioritize the development of guardrails, compliance checks, and PII redaction features within the tool to ensure all customer-facing agents operate safely and securely
- Drive the roadmap for tooling that allows human CX agents to seamlessly take over from, monitor, and provide feedback to AI agents
- Serve as a subject matter expert in Agile delivery for AI products; mentor junior and mid-level Product Owners across the CX organization
Core Skills, Competencies, and Key Experiences (What you'll bring)Education and Experience:- 10+ years in Product Management or Product Ownership, with at least 5+ years operating at a Senior or Staff level managing highly technical, platform, or infrastructure products
- Proven experience shipping Generative AI, LLM, or Machine Learning products; strong understanding of Agentic AI concepts (RAG, vector databases, prompt engineering, agent orchestration frameworks like LangChain or AutoGen)
- Expert-level proficiency in Jira; you know how to structure complex programs in Jira, manage technical debt vs. feature delivery, and write crystal-clear user stories for backend/AI engineers
Skills and Qualifications:- Deep understanding of CX ecosystems, contact center technologies (CCaaS), CRM platforms, and customer support workflows
- Ability to engage in deep technical architecture discussions; you don't need to write code, but you must understand APIs, microservices, system latency, and data pipelines
- Exceptional ability to manage up to the VP/C-level while maintaining deep credibility with engineering squads
- Certified Scrum Product Owner (CSPO), SAFe PM/PO, or equivalent Agile certifications
- Experience with cloud-native AI services, particularly the AWS AI stack (Amazon Bedrock, SageMaker, AgentCore)
- Previous experience building internal developer platforms (IDP), SDKs, or APIs where developers were the primary end-users
Salary RangeCompensation: $96,250.00/Year - $137,500.00/Year
About Our DepartmentOur Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow.
