Staff Product Designer — AI
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
About the role
As a Staff Product Designer at Talkdesk, you will be a senior individual contributor and design leader within our Product Design team, focused on shaping the next generation of AI-powered products and experiences. You will spend roughly 80% of your time driving hands-on design work and 20% on strategic initiatives, vision, and mentorship across product areas.
Responsibilities
- Lead end-to-end design for complex, AI-driven product initiatives that span multiple teams and surfaces, from problem framing to final delivery.
- Translate ambiguous, strategic problems into clear frameworks, user journeys, interaction patterns, and scalable systems.
- Partner closely with Product and Engineering leadership to define long-term experience vision, success metrics, and KPIs for AI products and features.
- Use generative AI and other AI tooling throughout your design process (e.g., exploration, prototyping, content generation, rapid concept validation) while maintaining a critical, human-centered lens.
- Design responsible AI experiences, ensuring transparency, control, and trust in how AI behaves for end users.
- Drive the evolution and adoption of the Talkdesk Design System for AI surfaces (e.g., conversational UI, copilots, assistants, automation flows), ensuring cohesion and scalability.
- Collaborate with Data Science, Research, and Product to define hypotheses, interpret data, and validate AI experiences through both qualitative and quantitative methods.
- Facilitate workshops and design sprints to align cross-functional teams around AI opportunities, user journeys, and prioritization.
- Mentor Senior and mid-level designers, upleveling craft, systems thinking, and strategic product impact, especially in the context of AI.
- Champion accessibility, inclusivity, and evidence-based decision making across all AI-powered features.
- Represent design in cross-functional leadership discussions, articulating trade-offs between user value, AI feasibility, technical constraints, and business outcomes.
Required skills and experience
- Extensive experience (typically 8+ years) designing digital products for B2B SaaS, with a strong track record at the Senior level or above.
- Deep mastery of interaction design, information architecture, and systems design for complex workflows and multi-surface products.
- Demonstrated experience designing AI-enhanced or AI-native products (e.g., copilots, recommendation systems, automation, conversational interfaces, generative AI tools).
- Solid understanding of modern AI concepts (such as generative AI, large language models, prompt design, retrieval-augmented experiences, and human-in-the-loop review), and ability to translate them into intuitive user experiences.
- Proven ability to lead initiatives that cut across multiple teams and product domains, aligning stakeholders around a shared vision.
- Strong product thinking: you connect design decisions to customer value, operational efficiency, and business metrics.
- Exceptional skills in visual storytelling and communication; you can clearly articulate design rationale and trade-offs to senior stakeholders.
- Experience influencing without formal authority, building trust with cross-functional partners, and driving consensus in ambiguous spaces.
- Demonstrated mentorship experience and a track record of raising the bar for design quality on your team or organization.
- Proficiency with modern design and prototyping tools, as well as comfort experimenting with AI-powered design tools and workflows.
How you’ll collaborate
- Work closely with Product Design Managers, Directors, Product Managers, Engineering Managers, and Data Science to shape roadmaps and experience strategies for AI products.
- Partner with UX Research and Analytics to uncover insights, define experiments, and measure the impact of AI-driven experiences.
- Collaborate with DesignOps to improve design processes, tooling, and cross-team collaboration, particularly for AI-related initiatives and shared patterns.
- Act as a connective tissue across product areas, ensuring AI interactions feel cohesive and aligned with a unified experience strategy.
What success looks like
- You are recognized as a go-to expert for complex AI experience challenges and systems thinking across Talkdesk.
- You shape multi-quarter strategy and influence the roadmap for an entire AI product suite.
- Designers around you grow faster because of your feedback, coaching, and example.
- You consistently elevate the quality, responsibility, and usability of AI features, helping Talkdesk deliver trustworthy, high-impact AI experiences to our customers.
- You are a visible advocate for design excellence, accessibility, and thoughtful, human-centered AI innovation across the organization.
If this sounds like you, we’d love to hear from you. Please include a portfolio that highlights complex, systems-oriented work and your specific contributions.
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)