Talkdesk

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

Job Summary:

• Are you passionate about shaping the future of AI-powered analytics for cloud contact centers? As a Product Manager at Talkdesk, you will be at the forefront of innovation, serving as the voice of our customers and the market. You will collaborate with cross-functional teams to transform vision into actionable product requirements, drive the development of advanced analytics capabilities, and deliver solutions that empower smarter decision-making.

Duties and Responsibilities:

• Contribute to the vision and design of an innovative AI-powered analytics tool for cloud contact centers.
• Develop and maintain strong relationships with customers and closely monitor the market to gain a deep understanding of user needs and the competitive landscape.
• Establish processes to capture, analyze, and share customer insights to inform product decisions.
• Collaborate with cross-functional teams to design solutions that address customer pain points.
• Champion ideas that solve real customer problems and improve the analytics experience.
• Work with engineering, marketing, and sales to build business use cases and define requirements, user stories, and wireframes for new features and enhancements.
• Help prioritize the product roadmap in partnership with engineering, design, marketing, and sales teams.
• Document product functionality and ensure clarity for internal and external stakeholders.
• Partner with marketing to successfully launch new analytics features and enhancements.
• Support the sales team through training and the creation of collateral materials for new product launches and features.

Qualifications:

• Bachelor’s degree in business, engineering, or a related field required.
• 2+ years of experience as a product manager, ideally with exposure to analytics, AI, or cloud-based solutions.
• Solid understanding of relevant technologies and tools, including APIs, cloud platforms, and programming languages.
• Ability to adapt quickly to evolving technologies and business needs.
• Experience with the development and implementation of large-scale, complex applications in a contact center technology environment.
• Strong organizational skills with a keen attention to detail and the ability to prioritize in a fast-paced environment.
• Excellent verbal and written communication skills.
• Demonstrated initiative, consultative abilities, and a proven track record of building strong, productive relationships.

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.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.