Technical Program Manager
Job Summary
Owning the CX tech stack end to end, the full-time Technical Program Manager will prioritize the roadmap for ticketing, CRM, and AI automation while managing vendor relationships and translating operational needs into actionable engineering requirements in a remote environment.
Key responsibilities
- Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations
- Configure and improve Decagon AI agents to enhance automated resolution rates
- Translate operational pain points into clear, buildable requirements for Engineering and oversee the delivery process
Required qualifications
- 4 or more years in CX systems, technical program management, or a comparable role
- Hands-on admin experience with major support platforms such as Zendesk, Salesforce Service Cloud, or Intercom
- Proven experience deploying AI agents or automation in a support context
- Comfortable working with APIs, webhooks, and integrations
- Strong program management skills with a track record of timely project delivery
Complete Job Description
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