This is a product role with a strong emphasis on building. The expectation is not that you manage a roadmap and hand requirements to an engineering team, it is that you are an active participant in what gets built, capable of moving from problem to working prototype using AI-native tools, and doing so throughout the role, not just in the early months.
Otonomee is building AI capability across three areas: tools that improve how the business operates internally, tools that make frontline agents more effective, and selective client-facing tools where there is a clear case that no existing platform can meet the need. This role owns the product decisions across all three and is hands-on in delivering them.
The role requires genuine CX and BPO industry experience. The AI tools being built are for contact centre environments and support operations. Understanding that world from the inside, not just from the software layer above it, is essential. The product decisions this role makes need to be grounded in operational reality.
The role reports directly to the CEO and works closely with the CTO and the broader Senior Leadership Team. Stakeholder management across internal teams and external technology partners is a meaningful part of the role throughout.
Why This Role
This is an early and consequential role in a business that is building its AI and product capability from the ground up. You will have direct access to the CEO, work across a real client base in the CX space, and have genuine ownership of what gets built and how.
If you have the background and are interested in exploring this further, we welcome the conversation.
What You’ll Own
Product decisions: build, buy, advise, partner
Every AI and technology capability decision at Otonomee runs through one of four categories. This role owns that decision framework and applies it consistently.
- Build: Define what Otonomee builds, write the requirements, and be an active participant in delivering it alongside the engineering team.
- Buy: Identify where an existing tool is the right answer, evaluate options, and own the decision and the vendor relationship where relevant.
- Advise: Identify where clients or internal teams have unconfigured capability within their existing platforms and recommend how to activate it, without building something new.
- Partner: Work with Otonomee's technology partners to understand what their platforms can deliver, ensuring Otonomee is positioned to implement and optimise effectively, and feed partner capability into product decisions.
Hands-on building
Building is a core and permanent expectation of this role, not a transitional phase.
- Use AI-native build tools to produce working prototypes and deployable tools, moving quickly from problem to output.
- Work alongside the engineering team on more complex builds, contributing at the product and specification level and reviewing output with enough technical confidence to hold the bar.
- Maintain a practical understanding of what modern CX platforms can and cannot do natively, so build decisions are always informed by what already exists.
Stakeholder management
This role operates across a range of internal and external relationships that require consistent investment.
- Work across the Senior Leadership Team to understand operational priorities, translate them into product requirements, and maintain alignment on what is being built and why.
- Manage the relationship with Otonomee's key technology partners at a working level: certifications, implementation capability, and joint delivery where relevant.
- Support the Professional Services function with product intelligence: what the build agenda covers, what clients can configure themselves, and where a PS engagement is the right answer versus a product build.
