Product Manager- Agentic AI Contact Center

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

We are Optimum!

Job Summary

We are seeking a Product Manager to lead the strategy, development, and delivery of AI-powered solutions for transforming our contact center platform. This role focuses on improving customer experience platforms, agent productivity, and operational efficiency using technologies like Conversational AI, automation, and analytics.
The ideal candidate will own the definition of the roadmap for Optimum's Contact Center AI platforms and products (chatbots, voice bots and agent assist tools), identify opportunities to leverage AI/ML to improve customer interactions and reduce cost, and align product vision with business goals and customer needs.

Responsibilities

• Define and drive the product strategy and roadmap for conversational AI (chat and voice) to enhance customer experience, self-service, and engagement.
• Collaborate cross-functionally with customer care, sales operations, support, engineering, design, data science and analytics teams to deliver AI-powered contact center solutions.
• Translate customer needs and pain points into clear product requirements, including PRDs, user stories, and acceptance criteria.
• Prioritize features based on business impact, feasibility, and ROI, ensuring alignment with overall business goals.
• Identify and execute opportunities to modernize chat and IVR systems, improving customer interactions and reducing operational costs.
• Lead the integration of GenAI and LLM capabilities to advance conversational systems, including dialog flow and intent recognition.
• Support go-to-market strategies and product launches while effectively communicating product vision, progress, and outcomes to stakeholders.
• Drive data and metrics driven operational efficiency improvements including containment rate, self-service adoption, hold times, first call resolution, sentiment analysis and live agent transfer rate.
• Monitor product delivery, track success metrics against roadmap goals, and proactively manage risks to ensure successful business outcomes.

Qualifications

• 7-10 years of product management experience in enterprise software or telecom
• Proven experience building customer experience platforms or contact center products
• Experience working in Agile/Scrum environments and leading cross-functional delivery
• Strong understanding of AI/ML concepts, including NLP, speech recognition, and conversational AI
• Experience with GenAI/LLMs and their application in customer support (chatbots, voice bots, agent assist)
• Working knowledge of APIs, microservices, and system integrations across telecom OSS/BSS stacks
• Understanding of telecom contact center operations, including call flows, IVR systems, and omnichannel support (voice, chat, messaging, social)
• Exposure to workflow automation, orchestration, or emerging agentic AI concepts in customer care
• Strong problem-solving skills in complex, interdependent ecosystems spanning legacy and modern platforms
• Proven ability to work across customer care, network operations, IT, and digital product teams
• Strong communication skills to translate technical AI concepts into business value
• Ability to interpret data, model performance metrics, and analytics to inform product decisions
• Experience building business cases and measuring success through data-driven KPIs
• Familiarity with AI Tools and AI First mindset

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $123,379.00 - $202,694.00 /year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.

We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.