Job Description

We're looking for a

Technical Product Manager (TPM)

to lead the strategy, development, and delivery of customer service solutions within our SaaS platform. You'll collaborate closely with engineering, design, and customer success teams to build products that empower enterprises to deliver exceptional customer experiences through automation, analytics, and seamless integrations.

Key Responsibilities

Define and own the

product roadmap

for core customer service and support modules (e.g., ticketing, workflow automation, chat/voice integrations, and AI-based support tools). Translate product vision and customer needs into detailed

technical requirements, user stories, and acceptance criteria

. Collaborate with engineering teams to ensure

technical feasibility, scalability, and performance

of new features. Drive

API design and third-party integrations

with CRMs, communication platforms, and analytics tools. Partner with UX/UI teams to craft intuitive, efficient interfaces for customer support agents and administrators. Work with data and AI teams to embed

predictive insights, self-service, and chatbots

into the product suite. Analyze usage data, customer feedback, and support metrics to identify opportunities for optimization and growth. Serve as the technical liaison between product, engineering, and external stakeholders. Prioritize backlog items and ensure timely, high-quality delivery in agile sprints. Maintain thorough documentation and communicate product updates internally and externally.

Qualifications

Bachelor's or Master's degree in

Computer Science, Engineering, or a related field

. 4-8 years of experience in

product management

within a

SaaS or enterprise software environment

. Strong understanding of

customer service technologies

such as ticketing, IVR, chatbots, and CRM systems. Proven ability to write and discuss

technical specifications and API-level requirements

. Hands-on experience with

cloud platforms (AWS, GCP, or Azure)

and

microservices architectures

. Familiarity with

data analytics, machine learning, or AI-driven features

in customer support. Experience working in

Agile / Scrum

environments.

Nice to Have

Prior experience with

B2B SaaS platforms

serving enterprise clients. Knowledge of

contact center infrastructure, telephony, or omnichannel communication systems

. Technical background as a

developer or solutions architect

before moving into product management. * Exposure to

security and compliance frameworks (SOC 2, GDPR, ISO 27001)

.