About Veyn.ai

Veyn.ai is transforming how enterprises understand and optimize customer interactions through our AI-powered customer intelligence platform.

Our flagship products—AutoVox AI Speech Analytics, AutoKnox AI Assistant, AutoVox AI Email Copilot, and AutoVox AI Voice Assistant—enable organizations to analyze 100% of customer conversations, automate quality assurance, generate actionable insights, and deliver exceptional customer experiences.

About the Role

We are seeking a Senior Product Manager - Customer Experience AI to lead client-facing delivery of our AI-powered customer intelligence platform for a major enterprise client.

This project involves building an AI-powered system that ingests customer interaction data from multiple sources—including call center platforms (Genesys, Avaya, Cisco), messaging platforms, CRM systems, and other internal communication tools.

As the primary client-facing owner, you will bridge the gap between client stakeholders and Veyn.ai's technical teams, ensuring successful delivery from discovery through go-live. This is a high-visibility, mission-critical project that will directly impact how a leading organization understands and optimizes thousands of daily customer interactions.

Key Responsibilities

Client Engagement & Relationship Management

• Serve as the primary point of contact for enterprise client stakeholders
• Lead discovery sessions, requirements workshops, and stakeholder alignment meetings
• Translate business objectives into clear, actionable product requirements
• Manage client expectations, timelines, and deliverables throughout the project lifecycle
• Present project updates and recommendations to C-level executives
• Proactively identify and resolve potential issues before they impact delivery

Requirements Gathering & Product Definition

• Conduct in-depth analysis of client's customer interaction workflows and pain points
• Define evaluation criteria, scoring frameworks, and analytics dashboards
• Document functional and non-functional requirements with precision
• Ensure requirements are aligned with measurable business outcomes
• Create detailed user stories, acceptance criteria, and success metrics

Technical Translation & Coordination

• Translate business requirements into technical specifications for engineering, AI/ML, and integration teams
• Collaborate with data engineers to define data schemas, ingestion pipelines, and integration architectures
• Work with AI/ML teams to ensure models align with business use cases
• Coordinate integration efforts across platforms: Genesys, Salesforce, Infobip, and internal client systems
• Ensure data quality, security, compliance, and privacy requirements are met

Platform Integration & Implementation

• Oversee integration of multiple data sources (call center platforms, messaging tools, CRM systems)
• Define and manage API specifications, data mapping, transformation logic, and error handling
• Work with client IT teams to ensure smooth integration with existing infrastructure
• Troubleshoot integration issues and coordinate rapid resolution with technical teams

Project Management & Delivery Excellence

• Own end-to-end project planning, prioritization, and execution
• Define milestones, deliverables, success criteria, and risk mitigation strategies
• Track progress against timelines, identify dependencies, and manage risks
• Ensure on-time, on-budget delivery while maintaining quality standards
• Lead User Acceptance Testing (UAT), training sessions, and go-live activities

Solution Design & Continuous Improvement

• Collaborate with UX/UI teams to design intuitive dashboards and reporting interfaces
• Define KPIs, analytics frameworks, and reporting structures
• Gather user feedback and iterate on the solution based on usage patterns
• Identify opportunities for enhancement and future roadmap development

Required Skills and Experience

Domain Expertise

• 5+ years in product management, business analysis, or solutions delivery roles
• Strong understanding of contact center operations and CX metrics (CSAT, NPS, FCR, AHT)
• Hands-on experience with CRM systems (Salesforce, HubSpot, Dynamics, or similar)
• Familiarity with call center platforms (Genesys, Avaya, Five9, NICE, or similar)
• Understanding of quality assurance processes and agent evaluation methodologies

Technical Acumen

• Ability to understand and communicate technical concepts including APIs, data pipelines, and system integrations
• Experience with SaaS products, cloud platforms (AWS, Azure, GCP), and enterprise software
• Comfort working alongside technical teams (engineering, data science, DevOps, QA)
• Understanding of data privacy regulations (GDPR, CCPA) and security best practices
• Familiarity with agile/scrum methodologies and project management tools (Jira, Asana, Monday.com)

AI & Analytics Understanding (Preferred)

• Exposure to AI-based analytics products, particularly in CX or conversation intelligence domains
• Understanding of AI/ML concepts: NLP, sentiment analysis, classification models, speech-to-text
• Experience defining evaluation frameworks and scoring methodologies

Client-Facing & Communication Excellence

• Proven track record of managing enterprise client relationships and delivering complex projects
• Exceptional written and verbal communication skills
• Strong presentation capabilities; comfortable presenting to executive stakeholders
• Experience managing stakeholder expectations and navigating organizational politics
• Ability to work effectively across cultures and time zones

Project & Delivery Management

• Demonstrated experience managing complex, multi-stakeholder projects from initiation to closure
• Strong prioritization, organizational, and time management skills
• Experience coordinating cross-functional teams (product, engineering, design, QA, client IT)
• Track record of delivering projects on time, within budget, and with high client satisfaction

Personal Attributes

• Proactive, self-directed, and comfortable operating with ambiguity
• Strong problem-solving and critical thinking capabilities
• Detail-oriented with focus on quality and accuracy
• Collaborative mindset with ability to build consensus across diverse teams
• Customer-centric approach with obsession for delivering business value

Preferred Experience

• Background in telecom, hospitality, e-commerce, or high-volume customer service industries
• Direct experience implementing customer experience analytics platforms
• Hands-on experience deploying AI/ML solutions in production environments
• Familiarity with integration platforms (MuleSoft, Zapier, Dell Boomi, custom APIs)
• Previous work with clients in the Middle East or GCC region
• Certification in product management (CSPO, Pragmatic Institute) or business analysis (CBAP, PMI-PBA)
• Technical background or demonstrated technical aptitude
• Experience with SQL, Python, or data visualization tools (Tableau, PowerBI)

What Success Looks Like

You will be successful in this role if you:

• Deliver a production-ready AI-powered customer intelligence platform that meets all client requirements
• Build and maintain a trusted advisory relationship with client stakeholders
• Ensure seamless integration across all required platforms with minimal disruption
• Enable the client to generate actionable insights that improve customer experience and operational efficiency
• Manage project timeline, scope, and budget effectively
• Contribute valuable insights to Veyn.ai's product roadmap and best practices

Why Join Veyn.ai?

• Shape the future of AI-powered CX : Work on cutting-edge generative AI and conversational AI solutions

Our Culture

At Veyn.ai, we value collaboration, innovation, and customer obsession. We believe in:

• Open communication and transparency
• Rapid experimentation and learning from failure
• Work-life balance and flexibility
• Technical excellence and continuous improvement

Compensation & Benefits

• Competitive salary commensurate with experience
• Performance-based bonuses tied to project success
• Equity/stock options (for exceptional candidates)
• Flexible work arrangements (remote/hybrid options available)
• Professional development budget for certifications and training
• Health insurance and other benefits as per company policy
• Opportunity to travel for client meetings and industry events

How to Apply

Please submit:

1. Resume/CV : Highlighting relevant product management, client-facing, and technical experience
2. Cover Letter addressing:

• Your experience in product management or solutions delivery roles
• Examples of complex enterprise projects you've successfully delivered
• Your familiarity with contact center platforms, CRM systems, or AI/ML products
• Why you're excited about Veyn.ai and this opportunity

Application Deadline: Rolling basis; priority given to early applicants

Start Date: Immediate or within 30 days preferred

Ready to transform customer experience with AI?

Join Veyn.ai and help us build the future of conversational AI and customer intelligence.

Apply now or reach out to careers@veyn.ai with questions.