Senior Product Manager – AI Suite

Job not on LinkedIn

🔥 1 minute ago

🇲🇽 Mexico – Remote

⏳ Contract/Temporary

🟠 Senior

✅ Product Manager

👻 Ghost score 10%

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Engageware

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Engageware is an AI-powered customer engagement platform that helps organizations automate customer service and drive sales through omnichannel virtual and human-assisted interactions. The platform provides virtual assistants, conversational AI, appointment scheduling (including enterprise and Salesforce integrations), video banking, lobby & queue management, and unified knowledge management to improve customer self-service and employee efficiency. Engageware primarily serves banks, credit unions, retailers, wealth managers, higher education and other enterprises as a secure, scalable SaaS solution.

📋 Description

• Lead the next generation of the AI suite, including voice and live agent capabilities • Own the full product lifecycle from discovery and ideation through development, launch, adoption, iteration, optimization, and end-of-life • Engage enterprise customers across the Americas through discovery interviews, advisory boards, and QBRs to uncover unmet needs and validate ideas • Translate customer pain points into opportunities involving conversational AI, automation, and personalization • Collaborate on the AI suite vision and roadmap, embedding agentic and conversational capabilities • Partner with AI/ML and engineering teams on agentic orchestration, voice automation, agent assist and co-pilot, smart routing, and conversational analytics use cases • Evaluate build-versus-buy decisions and ensure technical feasibility, accuracy, governance, and compliance controls • Lead integrations with CCaaS, CRM, messaging, telephony, and other core systems • Translate strategic goals into PRDs, epics, and user stories • Partner with engineering throughout sprint planning, backlog grooming, and release management • Collaborate with UX, product marketing, and sales enablement to deliver measurable enterprise customer value • Align roadmap priorities with key ICPs and competitive and market opportunities • Define and track product KPIs; analyze adoption, retention, and usage patterns to refine experiences and prioritization • Lead go-to-market activities for launches and upgrades; create enablement materials for internal teams and enterprise clients • Establish success criteria and customer feedback loops for each product lifecycle phase • Drive continuous improvement through retrospectives and lessons learned • Work across time zones with engineering, sales, customer success, and executive teams in the US and Latin America • Represent the product in customer-facing meetings and executive reviews • Mentor junior product team members and help build PM best practices

🎯 Requirements

• 7+ years in B2B SaaS product management, with experience owning products serving enterprise customers; conversational AI, contact center, or customer engagement platform experience is a strong plus • Working knowledge of AI and LLM concepts such as RAG, agentic workflows, and evaluation, and their application to customer-facing products • Strong understanding of customer experience design and product usability • Ability to turn complex technical solutions into intuitive user experiences • Hands-on experience owning the full product lifecycle from concept through launch, adoption, iteration, and end-of-life • Experience working with enterprise SaaS companies and customers across the Americas, including direct customer engagement and cross-time-zone collaboration • Fluency in both English and Spanish, written and verbal, at business-fluent or native level in each • Willingness to travel to the US and Latin America for business meetings and customer visits as needed (15–20%) • Excellent communication and presentation skills across technical and non-technical audiences • Ability to develop business strategy, create product vision, and craft a roadmap to achieve business goals • Experience working embedded with engineering teams in agile environments, including sprint planning, backlog management, and trade-off discussions • Preferred: prior experience in banking, credit unions, wealth management, insurance, or telecom • Preferred: experience with conversational AI, virtual assistant, or CCaaS platforms such as Genesys, NICE, or Twilio • Preferred: experience with voice AI technologies, including speech-to-text, text-to-speech, and telephony/SIP • Preferred: knowledge of messaging and omnichannel channels such as WhatsApp, RCS, SMS, and web chat, and/or CRM and knowledge management systems • Preferred: technical background in engineering, data science, or analytics • Preferred: success working with AI/ML teams to bring predictive, automated, or generative features to market

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