We are seeking an innovative, customer-focused leader to drive the AI Platform product area at Talkdesk. As the Principal Product Manager, you will be at the helm of shaping a platform that powers AI-driven solutions for the future of customer engagement. You will collaborate with designers, engineers, GTM teams, and the executive leadership to build cutting-edge AI capabilities that accelerate growth and lead to market leadership.

In this role, you will oversee a mix of strategic product leadership and people management, with the opportunity to guide both product innovation and team development. As a key partner to our GTM teams, you’ll serve as the face of the AI platform, engaging with customers, prospects, and partners to drive adoption and success.

Job Summary:

• The Principal Product Manager is responsible for leading the development and management of complex products from ideation to launch. This includes defining product strategy, conducting market research, developing product roadmaps, and collaborating with cross-functional teams to ensure successful product launches. The Principal Product Manager is a senior leader who provides guidance and direction to other product managers and technical staff.

Duties and Responsibilities:

• Lead the development and management of complex products, from ideation to launch, ensuring they are completed on time, within budget, and meet quality standards
• Work closely with cross-functional teams, including engineering, design, sales, and marketing, to ensure that all aspects of the product are aligned
• Develop and maintain product roadmaps and feature backlogs, and track progress against milestones
• Conduct market research and gather customer feedback to identify customer needs and pain points, and use this information to inform product decisions
• Develop and maintain strong relationships with customers and other key stakeholders, in order to identify critical use cases that can be solved by AI solutions and gather feedback to improve product capabilities and inform future launches
• Use data and metrics to measure the effectiveness of products and features, and make data-driven decisions to optimize product performance
• Manage the product lifecycle, from launch to end-of-life, ensuring that products are updated and maintained as needed
• Provide leadership and guidance to other product managers and technical staff, ensuring they have the resources and support needed to complete their work
• Manage relationships with suppliers, vendors, and contractors to ensure that products are developed and delivered on time and within budget
• Ensure that all product work is completed in compliance with industry regulations and standards.

Qualifications:

• Bachelor's degree in Business, Marketing, Engineering, or a related field
• At least 5 years of experience in product management, with a proven track record of successfully launching and managing complex products
• Strong leadership and product management skills, with the ability to manage and motivate a team of product managers and technical staff
• Strong analytical skills, with the ability to use data and metrics to make informed product decisions
• Experience in developing product strategy and roadmaps, with a deep understanding of customer needs, market trends, and competitive landscape
• Excellent communication skills, with the ability to effectively communicate product strategy and vision to cross-functional teams and senior leadership
• Experience working in an agile development environment, with a strong understanding of agile methodologies
• Proven experience managing a portfolio of AI driven products, with a strong ability to prioritize features, models, and experiments across multiple products simultaneously.
• Understand and be able to explain with detail the concepts of AI, generative AI, Agentic AI and underlining technologies (LLMs, prompts, vectors, among others).
• Strong understanding of industry regulations and standards with exposure to and knowledge of AI technologies

Pay Range (Base Pay):   $115,000 - $273,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 7 days from the posting date. The application was posted on 5/1/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Job Summary

The Director of Forward Deployed Engineering is the executive leader responsible for building and scaling the platform that accelerates Customer Experience Automation (CXA) and Agentic AI deployments across Talkdesk's largest enterprise customers. Rather than solving each customer engagement from scratch, you will lead a high-caliber team of engineers who create the reusable libraries, evaluation systems, and safe deployment infrastructure that make every subsequent implementation faster, more accurate, and increasingly differentiated.

This role requires a unique blend of strategic organizational leadership, deep technical expertise in AI/ML, and a platform-engineering mindset. Your work will feed critical field insights back to the core Product and Engineering teams and directly influence the long-term platform roadmap.

Duties and Responsibilities

• Platform Strategy & Vision: Define and execute the strategy for the FDE platform — a proprietary system of industry-verticalized prompt libraries, integration skills, and automated evaluation suites that accelerate CXA implementations and compound in value over time.

• Operational Excellence: Develop and execute the FDE operational strategy, defining the "golden path" for deployments, ensuring scalability, security, and high performance across all client environments.

• Cross-Functional Bridge: Serve as the primary liaison between Sales, Product Management, and Core Engineering. Advocate for platform capabilities that solve recurring customer pain points and align the field team with the product roadmap.

• Technical Governance: Identify and mitigate complex technical risks across agentic deployments. Ensure the team maintains technical excellence and follows best practices for RAG systems, multi-agent orchestration, API integrations, and secure data architecture.

• Team Development & Mentorship: Hire, manage, and mentor a team of FDEs. Foster a culture of platform thinking, high-stakes problem solving, and continuous learning in the rapidly evolving AI landscape.

• Executive Technical Authority: Act as the ultimate technical escalation point for customers. Build high-trust relationships with customer CTOs and VPs of Engineering during the most critical phases of the deployment lifecycle.
  
  

Qualifications

• Education: Bachelor’s or Master’s degree in Computer Science, AI/ML, or a related technical field.
• Experience: Minimum of 9–12 years of experience in software engineering or professional services, including at least 5 years in a significant leadership role (Manager or above) managing customer-facing technical teams.
• AI/ML Domain Expertise: Deep understanding of Agentic AI Architecture, including multi-agent orchestration, prompt engineering, and RAG (Retrieval-Augmented Generation).
• Technical Depth: Strong architectural knowledge of systems integration (APIs, webhooks, message queues) and the ability to review production-grade code in Python, Javascript, or Typescript.
• Field Experience: Proven track record of delivering high-stakes technical projects in complex enterprise environments (e.g., Healthcare, Financial Services, or CCaaS).
• Leadership Skills: Exceptional ability to motivate and grow a team of high-performing, autonomous "hybrid" engineers who excel at both coding and client interaction.
• Strategic Thinking: Demonstrated success in turning one-off customer solutions into scalable, repeatable engineering patterns.
• Communication: Mastery in translating "deep tech" AI concepts into business value for executive stakeholders.

Pay Range (Base Pay):   $260,000 - $409,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 7 days from the posting date. The application was posted on 04/07/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

The Vice President, Customer Experience is a strategic, high-impact leader responsible for defining and scaling a unified customer experience model across North America. Based in Bellevue, WA, this role leads a consolidated team of Customer Experience Managers (CXMs), combining Customer Success and Technical Account Management into a single, outcome-driven function.

A core mandate of this role is accelerating adoption of Talkdesk’s AI-powered solutions, ensuring customers fully realize the value of automation, intelligent routing, and AI-driven customer engagement. The VP will champion an AI-first mindset—both internally and externally—guiding customers on how to operationalize AI to transform their contact center strategies and deliver measurable business outcomes.

As a leader of leaders, this executive aligns business value with technical execution, driving seamless customer journeys that maximize adoption, retention (NRR), and expansion across complex enterprise accounts. The role requires deep technical expertise—ideally grounded in early-career experience in product, engineering, or architecture—paired with strong executive presence to engage from developers to the C-suite.

Key Responsibilities

Leadership & Organizational Strategy

• Build, lead, and scale a high-performing, multi-layered CX leadership team across North America
• Drive the evolution to a unified CXM model, integrating business and technical skill sets into a single customer-facing function
• Establish career paths and competency models emphasizing technical depth, AI fluency, and business acumen
• Cultivate a culture of innovation, accountability, and AI-first thinking across the organization

AI Adoption & Customer Transformation

• Lead the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring customers leverage AI to drive efficiency and differentiated experiences
• Partner with customers to define and execute AI strategies, including automation, conversational AI, and intelligent orchestration
• Embed AI best practices into all stages of the customer lifecycle—from onboarding through expansion
• Act as an internal and external evangelist for AI-driven customer experience transformation

Customer & Technical Strategy

• Serve as the executive bridge between customer technical teams and internal Product & Engineering organizations
• Translate platform performance, AI utilization, and technical health into clear business outcomes and ROI
• Provide executive oversight on complex initiatives, including APIs, CRM integrations, and AI-enabled workflows
• Act as the voice of the customer to influence product innovation, particularly in AI and automation capabilities

Growth, Retention & Executive Engagement

• Own North America retention and expansion targets (NRR and GRR) across strategic accounts
• Partner closely with Sales and GTM leadership to identify AI-led growth opportunities
• Build and maintain C-suite relationships, positioning AI adoption as a strategic lever for business transformation
• Serve as the senior escalation point for complex technical and transformational engagements

Operational Excellence & Transformation

• Develop scalable playbooks that integrate AI adoption into onboarding, adoption, and lifecycle management
• Implement frameworks to measure technical health, AI utilization, and customer maturity
• Lead organizational transformation, integrating technical and business roles into a cohesive, AI-enabled CX model
• Drive operational rigor, consistency, and data-driven decision-making across the post-sales lifecycle

Qualifications

• 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred)
• Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
• Demonstrated experience driving AI/automation adoption for enterprise customers, with a clear understanding of how AI delivers business value
• Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments
• Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms
• Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail
• Strong change management background, including organizational design and transformation initiatives
• Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity; prior startup or high-growth company experience preferred but not required
• Exceptional executive communication skills, with the ability to influence both technical and business stakeholders
• Data-driven mindset with the ability to connect technical performance and AI adoption to financial outcomes (NRR, ROI, EBITDA)
• Bachelor’s degree required; MBA or advanced leadership training preferred 

Pay Range (OTE Pay):   $288,500 - $396,500

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 04/16/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Job Summary:

• The Senior Director of Product Management, Digital Applications is responsible for leading the strategy and execution of the company's Digital product portfolio. This role requires a deep understanding of the market, customer needs, and competitive landscape, as well as the ability to lead cross-functional teams in developing and launching innovative products that meet business objectives and drive growth.

Duties and Responsibilities:

• Lead the product management strategy and execution for the company's Digital technologies and applications product portfolio
• Define and prioritize product requirements based on market and customer needs, and work closely with cross-functional teams to deliver innovative products that meet business objectives and drive growth
• Collaborate with sales and marketing teams to develop go-to-market strategies and ensure successful product launches
• Develop and maintain a deep understanding of market trends, challenges, and opportunities, and make recommendations for new product development and enhancements to existing products
• Lead and manage a team of product managers and collaborate with other cross-functional teams, including engineering, design, and quality assurance, to ensure successful product development and launch
• Monitor and analyze market trends and competitive landscape to inform product development and strategy
• Manage product roadmap and prioritize product features and enhancements based on customer feedback, market trends, and business objectives
• Ensure that all products meet quality standards and customer expectations
• Provide leadership and guidance to cross-functional teams to ensure successful execution of product development projects
• Establish and maintain relationships with key customers, industry experts, and thought leaders to inform product strategy and stay up-to-date on industry trends and best practices.

Qualifications:

• Bachelor's or Master's degree in Business, Marketing, Engineering, or related field
• 10+ years of experience in product management or related roles in the industry
• Strong knowledge of market trends, challenges, and opportunities
• Proven track record of developing and launching successful products in the industry
• Demonstrated experience in leading and managing cross-functional teams
• Excellent communication, leadership, and collaboration skills, with the ability to influence stakeholders at all levels
• Strong problem-solving and analytical skills, with the ability to identify and solve complex business problems
• Ability to manage multiple projects simultaneously and deliver results on time and within budget
• Familiarity with agile development methodologies
• Understanding of digital marketing and e-commerce best practices
• Experience with brand management and development
  
  

Pay Range (Base Pay): $210,000 - $353,500

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 03/19/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.