Principal Product Manager - Automation & Integrations
TalkdeskWe are looking for an innovative and customer-obsessed product manager for the automation and integrations platform product areas of Talkdesk, a market-leading, cloud-native Customer Experience Automation solution.
This role is for a Principal product manager who deeply understands automation platforms, CRM ecosystems and integration patterns. 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 Principal 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.
- AI-driven: you embrace AI as a core part of how you work, constantly seeking ways to optimize your processes, decisions, and outputs through intelligent tools. You bring this same mindset to the products you build and the teams you inspire.
- 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 don't settle and accept, "because that is the way we've always done it."
- Forward thinker: You possess a blend of macro-level vision and micro-level precision. You are expected to be the co-owner of a part of our multi-year product strategy, utilizing sharp analytical skills to weigh complex trade-offs and opportunity costs. Being a forward thinker here means more than having ideas; it means building the rigorous logic and frameworks necessary to bring those ideas to life, ensuring every feature shipped today is a deliberate building block for our future ecosystem.
- A domain expert: You understand CCaaS, automation ecosystems, AI-powered workflows, and integration frameworks (e.g., REST, real-time eventing, middleware) 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 automation and integrations—specifically deep CRM interoperability and automation frameworks.
- Identify and validate opportunities related to automation workflows, data synchronization, integration 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 automation and integrations 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.
- AI-native mindset. You actively leverage AI tools to optimize your own workflows, stay ahead of emerging capabilities, and bring that same innovation-first thinking to the products you build.
- Professionalism, dedication, and ability to work in a collaborative team environment.
- Bachelor’s degree in computer science, engineering, or related work experience. Ability to deliver results in a global and remote work environment composed of internal and external stakeholders.
Required Experience
- 4+ years of Product Management experience building and scaling enterprise SaaS, cloud platforms, or integrations-focused products.
- Deep product knowledge of automation builders, workflow engines, or low-code platforms (e.g., Salesforce Flow, Power Automate, iPaaS tools).
- Hands-on understanding of CRM platforms— example, Administrator-level knowledge (objects, flows, app builder, security model, metadata, API limits, eventing).
- Background in systems integration, including REST APIs, event-driven architectures, authentication models (OAuth), data synchronization, CTI adapters, embedded frameworks and middleware concepts.
- 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.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s 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!
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.