Comm100 is an award-winning digital customer engagement platform, enabling organizations to better engage, convert and support their customers online. Established in 2009, Comm100 serves over 10,000 clients globally including HP, Rackspace, Government of Canada, Google, Stanford University, and many more. We believe that our work is never done as long as there are customers in a queue. We don’t sleep until we find the smartest, most efficient way to communicate, answer questions, and solve problems.

At Comm100, we strongly believe that the success of a company depends entirely on its people. We seek self-motivated team players who will appreciate a performance-driven work environment, rooted in creativity, personal development, integrity and open communication. We work hard but always make time for fun.

a.      Plan and implement the product roadmap of the AI products based on the strategic direction of the company.

b.      Collaborate with cross-functional teams (R&D, Marketing, CS and AE) to align product initiatives with business objectives.

a.      Effective prompt templates and chaining strategies for complex workflows

b.      Evaluation frameworks for LLM performance (accuracy, latency, hallucination control)

a.      Participate in customer meetings, requirements discussions, customer solution designations, etc., to collect feedback.

b.      Prioritize detailed features based on market needs and customer feedback. Develop user stories and requirements documentation for the features.

c.       Host review meetings and discussions. Serve as the bridge between technical teams and non-technical stakeholders, translating complex AI concepts into actionable product requirements.

d.      Assist the R&D team to understand the requirements, follow up the implementation process and ensure that the products meet the requirements.

e.      Responsible for user feedback tracking and improvement after the product is launched.

f.       Cross-cultural, cross-regional team communication and cooperation.

a.      Stay current with industry trends, emerging technologies, and competitive landscape in AI and customer service domains.

b.      Leverage market research to identify opportunities for product differentiation and innovation. 

1.      Education Background

a.      A bachelor’s degree in computer science, artificial intelligence, engineering, or a related field. Advanced degree is a plus.

2.      Professional Experience

a.      3+ years in AI/ML product management, with 1+ years specifically focused on LLM products. Customer service AI platform is a plus.

b.      Excellent in product requirement analysis, user story writing, ER design, PRD writing.

c.       Upgrade and optimize products based on clients’ requirements and pain points.

d.      Work experience with Azure DevOps.

3.      Technical Mastery

a.      Modern LLM stacks (GPT-4, Claude, Llama 2/3, RAG architectures, etc.)

b.      Prompt engineering techniques (few-shot learning, chain-of-thought, etc.)

c.       Independently interpret model evaluation reports (e.g. confusion matrix, F1 values)

4.      Soft Skills

a.      Fluent English with proven ability to communicate technical concepts to global stakeholders.

b.      Strong capabilities in logical thinking, learning, innovation and data analysis

c.       Strong executive ability; result orientation; passionate in work; exploring and teamwork spirit.