Senior Product Manager – Integrations Platform

About the Role

As a Product Manager - Integrations, you will develop and manage the current and future platform features of our product to enable delivering an integrated offering with complementary customer service platforms and channels.

You will partner with engineering, marketing, sales, customer success, partners, vendors and customers and will own critical features and user experiences.

We are looking for someone with experience in SaaS platforms, APIs, systems integration, customer service/contact center platforms and AI/ML/Chatbots technologies.

Responsibilities

• Own roadmap and delivery for: CCaaS/agent desk integrations, Integration Builder + Actions runtime productization, SDKs/embedded experiences, and extension contracts.

• Define “integration tiers” (basic → advanced → regulated/mission-critical) with clear requirements and supportability rules.

• Partner with Engineering to create standardized patterns for:

  • authentication + secrets,

  • environment parity,

  • schema validation + compatibility versioning,

  • reliable execution + rollback.

  • Partner with Data Science/QA to define test harnesses and release gates that cover:

    • multi-turn conversational flows,

    • tool-call success/failure scenarios,

    • latency and load behavior,

    • safety/guardrail compliance.

    • Work with Delivery/CS to convert repeat patterns into templates and reusable assets while keeping a firm line between product scope and project scope.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).

• 5–8+ years Product Management experience in B2B SaaS platforms, developer tools, integration products, or workflow automation.

• Strong experience with enterprise integrations: APIs, eventing/webhooks, OAuth/JWT, schemas, error handling, and production operability.

• Demonstrated hands-on product judgment in AI/LLM-enabled systems, including:

  • prompt/policy controls and guardrails,

  • tool calling patterns and reliability,

  • evaluation/quality gating,

  • observability and production operations.

Nice-to-Have

• CCaaS/agent desk integration experience; voice/telephony concepts are a plus.

• Experience with regulated enterprise requirements (audit trails, approvals, RBAC patterns, least privilege).

• Familiarity building SDKs or developer platforms (docs, sample apps, versioning, backward compatibility).

• Experience supporting mission-critical latency/availability constraints and incident response readiness.