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Principal Product Manager – Intelligent Engagement Platform & Live Chat

Apply Job ID 1-41589 Date posted 08/04/2019 Location Burlington, Massachusetts

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

Job Summary:

Summary: Nuance is redefining platforms for Digital transformation with NDEP (Nuance Digital Engagement Platform) that enables live, virtual and proactive omni-channel engagement. The Principal Product Manager will take the lead to define the evolution of this award-winning platform to create new ROI opportunities for clients looking for a single platform, powered by Conversational AI, to drive intelligent engagement with their consumers. This requires an in-depth understanding of contact center operations, including desired agent and supervisor experiences.


  • As a thought leader, drive a multi-year platform strategy that supports continued growth and evolution of Nuance’s digital Artificial Intelligence solutions
  • Leverage in-depth understanding of contact center operations to create a compelling platform that delivers tangible ROI to clients and great experiences for agents
  • Drive API/ SDK strategy for platform to enable integration with best of breed functions and capabilities
  • Conduct market, customer, and competitive research to inform strategic direction
  • Define overall product growth strategy and product roadmap (for platform and live chat), supported by a business plan
  • Expand the usage of AI in our portfolio and across channels
  • Lead customer and internal steering meetings to inform and vet the product strategy and roadmap
  • Conduct build versus buy analysis
  • Define release goals, features, user stories, and acceptance criteria
  • Support the R&D team throughout the Agile software development process
  • Actively assist in promoting and selling system to customers, partners, press, and analysts
  • Monitor KPIs of product success and take corrective action as needed
  • Ensure compliance with data privacy and security


Number of Years of Work Experience: 8+

Required Skills:

  • Proven experience product-managing call center solutions for enterprise customers
  • Ability to build rapport and trust quickly with internal and external stakeholders, including professional services, R&D, sales, and key customers (collaboration & influence)
  • Strong technical acumen that enable meaningful discussions with R&D as well as customer
  • Proven experience in product management including customer and market analysis, requirements definition, business strategy, roadmap planning and product delivery.
  • Focus on tracking and delivering outcomes (such as customer KPI and internal margins), desire to take ownership of these solutions
  • Creative problem solving, ability to make difficult prioritization decisions
  • Mastery of the English language with strong communication skills, both oral and written.

Preferred Skills:

  • Experience with Live Chat, Virtual Assistant, and IVR solutions
  • Familiarity with machine learning and artificial intelligence
  • Experience with call center as a service solutions
  • Familiarity with cloud solutions, cybersecurity, reliability
  • Sound understanding and implementation of Pragmatic Marketing concepts
  • Experience in Agile software development methodology

Education: Bachelor’s in computer science, engineering, or other relevant degree, MBA desired 

Additional Information:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.


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