Integration Technical Program Manager

• Own the integration efforts for CCaaS platforms (messaging/chat, voice and email), working across real-time agent assist, conversation intelligence, and AI agent products
• Drive end to end efforts including scoping, planning, scheduling, and delivery
• Define and coordinate API and browser extension based integrations with third-party systems, ensuring compatibility, scalability, and reliability
• Collaborate with engineering teams to ensure timely and high-quality delivery of integration features
• Gather requirements from internal teams and enterprise customers to prioritize integration needs
• Act as the technical voice of the customer, translating API documentation, authentication schemes, and event schemas into actionable requirements
• Work with customer-facing teams to support deployment, troubleshooting, and lifecycle management of integrations
• Monitor integration performance, usage, and health, and drive continuous improvement efforts
• Maintain strong relationships with external partners and platforms to align on joint technical initiatives

• 4–5 years of experience as a Program Manager or Technical Project Manager within a SaaS company
• Prior experience as a software engineer and transitioned to a PM/TPM role (highly desirable)
• Proven experience overseeing and delivering enterprise software integrations, preferably in the contact center, CCaaS, or customer engagement space
• Strong understanding of API concepts, including REST, webhooks, authentication (OAuth2, JWT), and event-driven architectures
• Understanding of web browser extensions and ecosystem
• Experience working with voice and/or email/chat-based communication platforms
• Excellent technical communication skills—able to collaborate with engineers and explain complex topics to non-technical stakeholders
• A proactive, systems-oriented mindset—comfortable working with ambiguity and scaling infrastructure-like program components
• Excellent organizational, communication, and stakeholder management skills
• Experience working in fast-paced, highly collaborative environments

Experience supporting contact center technologies, AI/ML-based systems, or customer engagement platforms

• Variety of medical, dental, and vision plans
• Paid parental leave
• Monthly Health & Wellness allowance
• Work from home office stipend
• Lunch reimbursement for in-office employees