At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
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 don't settle and accept, "because that is the way we've 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 integrations—specifically 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
- Bachelor’s 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
- 2–3+ 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.Top Skills
What We Do
Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience. Learn more and request a demo at www.talkdesk.com.
