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Director of Product Management - API & Integration

Company: Talkdesk
Location: San Francisco
Posted on: January 16, 2022

Job Description:

At Talkdesk, we are courageous innovators focused on redefining 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 #17 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.

The Talkdesk Product Management team is seeking an energetic, dynamic, and collaborative leader and Director of Product Management - APIs and Data Integration . This impactful and visible role requires someone who can build great relationships for Talkdesk Integrations.

In this role you are responsible for the strategy, priorities, roadmap and delivery of Talkdesk Integrations. You will work closely with senior leaders and teams across our Product, R&D, Cloud, Sales, and Marketing teams, defining strategy and setting priorities. If you are looking to impact the growth and direction of a company at scale, you will find this role compelling, challenging, and rewarding.

Macro Responsibilities
Shape the future of Talkdesk integrations by helping define the strategy and priorities for the entire platform
Build and drive Integrations, API prioritization, and data integration strategy
Work closely with different business units within R&D to evaluate technologies, understand business needs, and prioritize opportunities
Work closely with Integrations R&D teams to drive product delivery
Develop innovative and industry leading Integrations and ISV partnerships that uniquely serve Talkdesk's customers
Collaborate with and inspire your peers across the organization to build a strong partnership in delivering excellent products and services
Influence key stakeholders throughout Talkdesk to align resources and prioritization

Day-to-Day Responsibilities Include
Manage inbound requests, prioritize, design solutions, write specifications, build with engineering, and then ship on time.
Convert customer, partner, and internal requests into requirements, find synergies and prioritize, then work with engineering to deliver.
Provide thought leadership in system architecture such as search, sharing, and event notifications.
Design, build, document and catalog internal, partner and customer-facing data integration APIs.

This is a senior individual contributor role to begin.

Requirements
6-8+ years of product management experience or comparable expertise
Strong customer and partner empathy
Experience leading product strategy for and/or building-integrated developer products, platforms and/or ecosystems in a SaaS environment
Experience with CCaaS and UCaaS platform architecture and related ecosystems
Integration (Sync & Async) experience with either/all CCaaS, UCaaS, Workforce Management and related AI platforms
Strong knowledge of API standards like OpenAPI and AsyncAPI, and technologies/formats like Swagger, JSON, XML, SOAP, and REST
Ability test, validate, and demonstrate API capabilities with simple demo applications, scripts, using Postman or equivalent
Proficient in use of Jira to define and prioritize requirements
Experience in developer interfaces and their importance to cloud-based services
Experience with large-scale enterprise software
Deep knowledge of Data and SaaS Integrations
Technical acumen and background with experience working directly with and collaborating with architects and engineers to develop solutions
Strong customer empathy and experience shaping product direction and execution based on customer needs
Excellent communicator with outstanding verbal, writing, and presentation skills
Strong analytical, problem-solving, and decision-making skills
Tremendously Energetic, Dynamic, and Inspirational

Preferred Qualifications
Experience with platform architecture and distributed systems
Experience building and using telemetry to review application performance and make data-driven decisions
Experience working in cross-functional teams and ability to influence others

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.

Keywords: Talkdesk, San Francisco , Director of Product Management - API & Integration, Executive , San Francisco, California

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