Product Manager - Conversational AI

Job Description :

At Synapse, we are a forward-thinking technology services firm dedicated to fueling digital transformation and business agility for data-driven enterprises worldwide. From conceptualizing innovative ideas to deploying cloud-native solutions that sync digital and real-world ecosystems, we deliver end-to-end services-including managed cloud operations, full-stack application development with AI-powered applications built through our cutting-edge AI Workbench, advanced data analytics, IoT prototyping, and hypercare operations-to help clients unlock performance, security, and scalability.

We are looking for an experienced Product Manager to own and drive the product vision, strategy, and roadmap for our Conversational AI platform. You will work at the intersection of AI/ML, voice technology, and enterprise product management, collaborating closely with engineering, design, AI research, and client-facing teams to build products that delight customers and scale across diverse deployment environments.

Experience : 6-10 years

Location : Mumbai/Pune (on-site)

Key Responsibilities :

- Define and own the product roadmap for Conversational AI platform, aligning product initiatives with business goals, client requirements, and market opportunities.

- Translate complex enterprise client needs (across domains like BFSI, logistics, and government) into clear product requirements, user stories, and acceptance criteria.

- Drive the end-to-end product lifecycle from discovery and ideation through launch, iteration, and scaling working in agile sprints with engineering and QA teams.

- Collaborate with the AI/ML team on voice agent capabilities including ASR/STT, TTS, NLU, dialog management, and LLM-based conversation flows.

- Define product KPIs and success metrics (e.g., call containment rate, CSAT, average handle time, word error rate) and establish measurement frameworks to track performance.

- Work with pre-sales and solution architecture teams to support client engagements, RFI/RFP responses, demos, and proof-of-concept deliveries.

- Conduct competitive analysis and market research on Conversational AI trends, evaluating emerging technologies (open-source LLMs, on-prem deployment models, multi-lingual voice agents) for product integration.

- Champion the user experience for both end-customers interacting with voice agents and enterprise operators configuring and monitoring agent performance.

- Manage stakeholder communication, including product updates, sprint reviews, and strategic presentations to leadership and clients.

- Partner with DevOps and platform engineering to ensure product readiness across cloud and on-premise deployment models, with attention to data privacy, localization, and regulatory compliance.

Required Qualifications :

- 6 - 10 years of product management experience, with at least 23 years in AI/ML, voice technology, or Conversational AI products.

- Strong understanding of voice AI technology stack: ASR/STT, TTS, NLU, dialog management, telephony integration (SIP, IVR), and real-time audio processing.

- Proven experience shipping B2B/enterprise SaaS or platform products from 0-to-1 and at scale.

- Ability to translate ambiguous, high-level client requirements into structured product specs and prioritized backlogs.

- Experience working with cross-functional teams including ML engineers, backend engineers, DevOps, QA, and design.

- Familiarity with agile methodologies and tools (JIRA, Confluence) for sprint planning, backlog grooming, and delivery tracking.

- Strong analytical mindset with experience defining and tracking product metrics and making data-driven decisions.

- Excellent written and verbal communication skills, with the ability to present to both technical and non-technical audiences.

- Bachelors or Masters degree in Computer Science, Engineering, Business, or a related field.

Preferred Qualifications :

- Experience with enterprise voice platforms (e.g., Alvaria, Genesys, Cisco, FreeSWITCH) and contact centre ecosystems.

- Familiarity with open-source and on-premise LLM deployment (Llama, Mistral, NVIDIA Riva, vLLM) and GPU infrastructure sizing.

- Exposure to Indic language NLP/voice challenges and multi-lingual product design.

- Experience with regulated industries (BFSI, government) and data localization/compliance requirements (e.g., RBI guidelines, DPDP Act).

- Understanding of quality benchmarking methodologies for voice AI: WER measurement, latency profiling, and A/B testing frameworks.

- Prior experience in pre-sales, solution design, or technical consulting in an enterprise software context.