61 Prism Customer Service Jobs Hiring Near You

Overview

Prism runs on third-party AI models, RAG/hybrid search and a set of Prism's own core agents, all coordinated by an orchestrator that Epicor built and owns. That orchestrator decides which model or agent should handle a given request, the guardrails and security controls make sure whatever handles it stays inside the lines, and the usage tracking and monetization systems turn that activity into a billable, accountable event. You own how all of that evolves: which models and core agents are available, how a new model gets evaluated and rolled out, how usage is tracked and monetized, and how safety and security controls keep pace as more of Prism runs through this layer.

This is a foundational product role. You will work with the product teams building on top of Prism Core to make sure these shared services give them what they need, and with the engineers building the services themselves to decide what gets prioritized next.

Epicor

Epicor is a technology leader in ERP software for manufacturing, distribution, and retail, with deep roots in both enterprise software and startup culture. Our product organization is in the middle of a deliberate move to a platform-first, AI-enabled delivery model: building shared capabilities that many teams can build on, broadening how roles work together, and removing the silos and friction.

How This Team Works

The biggest change versus a traditional PM job is how the work gets done. We expect this leader to operate fluently in the model below, and to help the rest of the org adopt it.

• Built as a platform, not a feature. Prism Core exists to be depended on by every other part of Prism. Reliability, safety, and ease of adoption for the teams building on it are the real measures of success, not any single feature.

• A small, senior team, not a feature factory. Delivery happens in a lean, senior, cross-functional team working closely together against a system with built-in human oversight. You are inside that loop as the product decision-maker, not reviewing status from the outside.

• Roles blur on a team like this. The lines between product, engineering, design, and architecture blur on a team this size. You work directly in specs, cross-team sequencing decisions, and real usage data, not a backlog handed over a wall. You keep clear ownership of product scope and decisions while picking up adjacent work that a small team requires.

• Evidence. Model and platform changes are only shipped once they've passed Epicor's own evaluation suite and produced real usage data, not because a new model looked good in a demo. You own the success criteria.

• Trust is the differentiator. Every model call, every agent action, and every dollar billed runs through the guardrails, security, and audit controls you own. Getting that right, not simply adding the newest model first, is what lets customers trust the platform with real business data.

• Share openly. Open questions, usage patterns, and outcomes are shared across the org so people can see clearly what the platform can and can't yet promise.

What We'd Love to See

• Empathy for two different customers. Real understanding of the end customer whose data, actions, and billing run through these services, and of the engineering and product teams deciding whether to build on them or work around them. You validate both before committing to a build.

• A platform mindset. You think about ease of adoption, reusable building blocks, and how many teams choose to build on your system the way a good platform product manager thinks about retention, not the way a feature team thinks about a single roadmap.

• Working Backwards: Demonstrates mastery of customer empathy, working backwards from customer pain points to validate the customer problems, ideal customer profiles, and value propositions.

• 'Founder Mode' Mindset: Demonstrates an entrepreneurial spirit by taking full ownership, embracing creative problem-solving, and relentlessly challenging the status quo to drive innovation and continuous improvement.

• Prototyping Pro: Quickly generates prototypes to get early feedback from internal stakeholders and customers.

• Strategic Direction & Prioritization: Lead the orchestration of strategic direction and set priorities for our AI applications and functionalities. Define the vision and roadmap that drive innovation in AI-driven products.

Duties & Responsibilities

• Own the orchestrator. Decide how a request gets routed, whether to a third-party model or to one of Prism's own core agents, and how that routing evolves as new models and agents become available.

• Own guardrails. Own the responsible-AI and safety controls applied to every model and agent action, so what the platform is allowed to do stays inside clear, enforced limits.

• Own the platform's security and access posture. Own the identity, access, and audit controls that every product, agent, and customer relies on, and prioritize security hardening work in partnership with the security team.

• Own usage tracking. Own how usage is measured and attributed across every product and customer running on Prism Core, so nothing gets billed, throttled, or reported incorrectly.

• Own monetization. Own how usage translates into billing, and make sure pricing models, whether seat-based, usage-based, or a mix, actually work correctly in production as Prism grows into new products and markets.

• Own model selection. Decide which third-party AI models are supported and how that roster changes as the market moves, without breaking anything built on top.

• Own the evaluation framework. Own how a new or updated model gets tested against Epicor's own evaluation suite before it ships, so a model change never becomes a regression customers discover first.

• Own the core agents. Own the platform's own first-party agents, the shared, general-purpose agents that ship as part of Prism Core itself, so other product teams can call on them instead of rebuilding the same capability from scratch.

• Partner across every team that builds on Prism. Work with the Workflow Engine team and the other Prism product teams so these shared services give them what they need, and prioritize the roadmap around real, cross-team demand rather than any single team's request.

• Stay current and avoid duplicated effort. Stay current on how other platforms approach model orchestration, guardrails, and usage-based billing, and fold what's useful into the roadmap so the platform keeps improving instead of other teams quietly building duplicate versions of the same thing.

Knowledge, Skills & Abilities

• Prototype. Create hands on working prototypes of product concepts in addition to documentation and design.

• Strong product management fundamentals. Proven ability to validate customer needs, prioritize ruthlessly, and build a roadmap for a complex product, ideally one that other teams build on top of rather than a single customer-facing feature.

• Real technical depth in platform infrastructure. Working understanding of model orchestration, guardrail and safety systems, and usage-based billing, sufficient to make real product trade-offs with architects and engineers rather than just relaying their recommendations.

• Applied AI knowledge. Strong working knowledge of how AI agents and models are evaluated, orchestrated, and grounded, enough to make real architecture and trade-off decisions, not just sponsor them.

• Comfort with a fast-moving, hands-on way of working. Comfort defining clear specs and success criteria, and directing a small, cross-functional team without ambiguity about who owns what decision.

• Understanding of governance and trust. Understanding of how identity, access control, and audit trails translate into customer trust, since that trust is the platform's core value.

• Analytical and financial fluency. Data-driven decision-making, and the financial fluency to reason about usage-based billing and the cost trade-offs of running many AI models side by side.

• Leadership without formal authority. Ability to drive alignment across peer leads in architecture, engineering, and design, and across the product teams that depend on the platform, without having formal authority over any of them, and to explain a clear, credible product vision to each audience.

• Familiarity with modern software delivery. Familiarity with modern, AI-assisted software delivery and cloud/SaaS platforms. Previous ERP experience is a plus.

Required Qualifications

• Experience: 6+ years in product management, with a track record of shipping platform or infrastructure-style products that other engineering teams build on top of.

• Relevant technical depth: 3+ years of experience with model orchestration, AI safety or guardrail systems, identity and billing infrastructure, or applied AI/agent products, with real technical depth rather than purely commercial exposure.

• Education: Bachelor's degree in Computer Science, Engineering, Business, or a related field (or equivalent experience). Advanced degrees are a plus.

Additional Qualifications

• Platform infrastructure experience. Direct experience with model orchestration or gateway systems, AI safety and guardrail frameworks, identity providers, or usage-based billing systems is a strong plus.

• Hands-on AI experience. Practical experience with prompt engineering, model evaluation, retrieval-based AI systems, and agent orchestration, ideally including using AI coding tools to prototype directly.

• Programming ability. Working proficiency in a language such as Python or C#, enough to read the system's code, prototype against it, and work credibly with engineers.

• API and integration background. Familiarity with OAuth/OIDC, API gateway design, and how modern AI systems connect to external tools and data.

• Machine learning exposure. Exposure to frameworks such as TensorFlow, PyTorch, or scikit-learn is a plus.

This role is for someone who wants to own the shared services the rest of the platform runs on: deciding how requests get routed and governed, how usage turns into revenue, and which models and agents the platform trusts, and making Prism Core the thing every other Prism product depends on

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Whatever your career journey, we'll help you find the right path. Through our training courses, mentorship, and continuous support, you'll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we're the essential partners for the world's most essential businesses-the hardworking companies who make, move, and sell the things the world needs.

Range:

Minimum: $105,000 USD Maximum: $178,000 USD

The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.

Recruiter:

Matthew Brady