Product Manager CRM Integrations & Automation

Talkdesk is pioneering a new era of Customer Experience Automation (CXA) redefining how the worlds most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed building AI-first solutions that put empathy trust and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor Talkdeskers are empowered with the autonomy to drive meaningful impact while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) and in the G2 Overall Grid Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards there has never been a more exciting time to join us as we shape the future of customer experience automation!

We are looking for an innovative and customer-obsessed product manager for the integrations and automation platform product areas of Talkdesk a market-leading cloud-native Customer Experience Automation solution.

This role is for a product manager who deeply understands CRM ecosystems (especially Salesforce) integration patterns and automation platforms. You will define product strategy and work cross-functionally with Engineering UX Architecture and GTM leadership to deliver scalable enterprise-grade capabilities that accelerate customer outcomes.

Our environment moves fast and requires a PM who thrives in ambiguity drives clarity and consistently executes on business results.

You will be successful if you are:

• Adaptable: you operate with a sense of urgency creativity and curiosity for how we can improve our products and serve our customers. You are optimistic and inspire the team to execute.
• Results-oriented: You simplify complex problems you are biased for action and deliver on your commitments. You can make tough decisions and keep focused with ruthless prioritization.
• Data-fluent: you use data to solve problems identify opportunities and are capable of defining and using new metrics to learn and make decisions. Simultaneously you can make the right decisions with incomplete data and are continually optimizing for learning.
• A bar raiser: You continuously improve processes raise quality standards and challenge legacy thinking to achieve best-in-class CX automation and integration performance. You dont settle and accept because that is the way weve always done it.
• A domain expert: You understand CCaaS CRM platforms integration frameworks (e.g. REST real-time eventing middleware) and/or automation ecosystems well enough to influence decisions and shape long-term strategy. You bring market knowledge to drive execution create a compelling vision and educate the relevant stakeholders on the richness of the domain of CCaaS CX SaaS and Integrations.

In this role you will:

• Define realize and optimize the product roadmap release planning and feature delivery
• Co-define the strategy for the future of integrationsspecifically deep CRM interoperability and automation frameworks.
• Identify and validate opportunities related to CRM workflows data synchronization embedded UI frameworks and extensibility patterns.
• Partner with engineering to make swift decisions based on data move fast and deliver value for customers
• Define success metrics across product adoption integration reliability automation throughput CRM admin experience and platform performance.
• Work with GTM Product Marketing Support and Enablement to ensure new capabilities are launched with clarity accuracy and maximum adoption.
• Act as a subject-matter expert for CRM-embedded contact center use cases speaking confidently with customers prospects and partners.
• Analyze the competitive landscape (CCaaS iPaaS CRM-native automation) to inform differentiation and long-term strategy.
• Engage with customers during pre-sales and post-sales implementations to ensure the product will help them reach their desired business outcomes.

We are looking for:

• High energy and passion for the job
• Strong organizational and analytical skills excellent written and oral communication skills
• Professionalism dedication and ability to work in a collaborative team environment
• Bachelors degree in computer science engineering or related work experience. Ability to deliver results in a global and remote work environment comprised of internal and external stakeholders

Required Experience

• 23 years of Product Management experience building and scaling enterprise SaaS cloud platforms or integrations-focused products.
• Hands-on understanding of CRM platforms example ideally Salesforce Administrator-level knowledge (objects flows app builder security model metadata API limits eventing).
• Some background in systems integration including REST APIs event-driven architectures authentication models (OAuth) data synchronization CTI adapters embedded frameworks and middleware concepts.
• Familiarity with automation builders workflow engines or low-code platforms (e.g. Salesforce Flow Power Automate iPaaS tools).
• Experience working in agile environments and partnering closely with engineering design and architecture teams.
• Demonstrated ability to drive cross-functional alignment and influence without authority.
• Experience with CCaaS solutions customer support workflows and telephony/contact center integrations is a plus.

• Excellent written and verbal communication especially when explaining technical concepts to non-technical audiences.
• Strong analytical skills and comfort defining KPIs for platform products.
• Ability to work effectively in a global remote-first environment.

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.