Job Title - Product Manager , AI Virtual Agent
Job Type - Remote
Experience - 5+ Years
Job Description -
Position Overview
We are seeking an exceptional Product Manager, AI Virtual Agent to lead the strategy, development, and evolution of our next-generation AI-powered virtual agent solutions. This role is pivotal in shaping how businesses deliver intelligent, automated customer experiences through conversational AI. You'll be at the forefront of innovation, bridging cutting-edge AI technology with real-world contact center needs to create transformative customer engagement solutions.
As the Product Manager for AI Virtual Agent, you will own the complete product lifecyclefrom market research and competitive analysis to roadmap definition, feature prioritization, customer validation, and go-to-market execution. You'll work at the intersection of conversational AI, natural language understanding, large language models (LLMs), and omnichannel customer experience, driving solutions that deliver measurable business value for our enterprise customers.
Key Responsibilities
Product Strategy & Vision
- Define and execute the product strategy and roadmap for AI Virtual Agent portfolio, aligning with company vision and market opportunities
- Conduct comprehensive market and competitive analysis to identify trends, customer needs, and differentiation opportunities in the AI agent space
- Establish product positioning, messaging, and go-to-market strategy in collaboration with marketing and sales teams
- Drive thought leadership in conversational AI and virtual agent technologies within the contact center industry
AI-Powered Product Development
- Lead the design and development of intelligent virtual agents leveraging state-of-the-art technologies including LLMs, NLP/NLU, generative AI, and agentic AI frameworks
- Define conversational UX patterns and dialog flows across voice and digital channels, optimizing for natural interactions, intent detection, context management, and graceful fallback strategies
- Architect scalable AI agent platforms that support agent creation, prompt engineering, workflow orchestration, and continuous learning capabilities
- Champion user-centric User Experience (UX) design principles to create intuitive conversational flows and naturally engaging interactions
End-to-End Product Lifecycle Management
- Translate product vision into detailed requirements, user stories, and acceptance criteria in collaboration with engineering and design teams
- Prioritize features and capabilities based on customer value, technical feasibility, and strategic business impact
- Manage product development through agile methodologies, ensuring timely delivery of high-quality releases
- Define and monitor key performance indicators (KPIs) and success metrics for AI agent adoption, performance, and customer satisfaction
Customer & Market Engagement
- Build relationships with customers, partners, and prospects to understand pain points, gather requirements, and validate product concepts
- Lead discovery sessions, workshops, and advisory engagements to shape product direction
- Orchestrate beta programs and pilot deployments, incorporating feedback to refine features before general availability
- Serve as the voice of the customer within product development team and with the rest of the company, advocating for user-centric solutions
Data-Driven Decision Making
- Leverage analytics, usage data, and AI performance metrics to inform product decisions and drive continuous improvement
- Analyze competitive intelligence and industry trends to anticipate market shifts and emerging opportunities
- Translate complex data insights into actionable product strategies and recommendations for executive leadership
Cross-Functional Leadership
- Partner closely with development, operations, sales, marketing, customer success, and support teams
- Communicate product vision, progress, and outcomes to stakeholders at all levels, from technical teams to C-suite executives
- Mentor and collaborate with other product managers to elevate product management practices across the organization
Qualifications
Education & Experience
- Bachelor's degree in Computer Science, Engineering, Business, Data Science, or related technical field, or equivalent practical experience
- MBA or advanced degree in a relevant field preferred
- 5+ years of product management experience in enterprise SaaS, AI/ML products, or contact center technology
- Proven track record of successfully launching and scaling AI-powered products or conversational AI solutions
Technical Expertise
- Deep understanding of AI/ML technologies including large language models (LLMs), natural language processing (NLP/NLU), generative AI, and agentic AI architectures
- Hands-on experience with conversational AI platforms, chatbot frameworks, and dialog management systems
- Strong grasp of contact center operations, customer experience workflows, and omnichannel engagement strategies
- Familiarity with AI agent orchestration, prompt engineering, RAG (Retrieval-Augmented Generation), and fine-tuning techniques
- Understanding of cloud architectures, APIs, microservices, and platform development principles
Leadership & Communication
- Outstanding communication and presentation skills with ability to influence stakeholders at all levels
- Strong customer empathy with proven ability to translate customer feedback into product innovation
- Experience managing beta programs, customer advisory boards, and executive relationships
