Product Builder (Remote in Portugal) at Otonomee

Lisbon, , Portugal -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

0.0

Posted On

03 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Management, AI Prototyping, Stakeholder Management, BPO Industry Knowledge, CX Strategy, Vendor Management, Requirement Specification, Technical Product Ownership

Industry

Outsourcing and Offshoring Consulting

Description

About The Role 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 whatOtonomeebuilds,writethe requirements, and be an active participant in delivering it alongside the engineering team. Buy:identifywhere an existing tool is the right answer, evaluate options, and own the decision and the vendor relationship where relevant. Advise:identifywhere clients or internal teams have unconfigured capability within their existing platforms and recommend how to activate it, without building something new. Partner:WorkwithOtonomee'stechnology partners to understand what their platforms can deliver, ensuringOtonomeeis positioned to implement andoptimiseeffectively, 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, contributingatthe 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, andmaintainalignment 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. Your profile Hands-on product building experience You have worked in a product role where building was part of the job, not just specifying. You have shipped tools or products using AI-native build environments and can demonstrate this. You are comfortable using tools such as Claude Code,Cowork, Cursor, or Replitto move from idea to working prototype. BPO or CX industry experience You have worked in a BPO, a CX technology platform, or a business whose core product is customer experience delivery or tooling. You understand the operational reality of a contactcentreor support function from the inside, not just from the software layer above it. The tools built in this role are for people working in thatenvironmentand the product decisions need to reflect that. Stakeholder management capability You have worked effectively across internal teams and with external technology partners, managing relationships that require sustained attention and commercial awareness. You can communicate clearly at a senior level, present product decisions with confidence, and hold your position under questioning without being inflexible. Product management foundation You have worked in a product management capacity and understand how to move from problem to requirement to delivered output in a structured way. You have had some exposure to managing or coordinatingresource, whether a designer, an external partner, or a small team. A proventrack recordofpeoplemanagement is notrequired, but some experience of being accountable for others' output is. The following are desirable but not required: Direct experience working within or alongside a CX platform partnerprogramme. Familiarity with AI-powered support platforms such as Intercom, Zendesk, or Salesforce Service Cloud. Experience in a scale-up or growth-stage business where the product function was still beingestablished. Why us? WHAT YOU GET IN RETURN: Fully Remote work based in Portugal A competitive salary Benefits Equipment provided Home office allowance Online Gym and Wellbeing Studio The opportunity for professional growth Fun company events and team outings Autonomy and Responsibility About us Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus. Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them. Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia. We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences. At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.

Responsibilities

Own product decisions across internal, agent, and client-facing AI tools while actively building working prototypes using AI-native tools. Manage relationships with senior leadership and external technology partners to align product delivery with operational priorities.