Cloud Contact Center Product Manager


Cloud Contact Center Product Manager

Job Description:

Associate Director of Product Strategy with industry domain knowledge of CCaaS who thinks first about end-to-end Customer Experience while ensuring delivery of measurable business value

  • Lead the CCaaS product portfolio on a global scale, ensuring technical and operational delivery of modern, first-class customer experiences
  • Manage both internal and third-party-based solutions, using modern product management methodologies
  • Establish and maintain prioritized CCaaS roadmaps through understanding of business-driven research and analysis. Build consensus among stakeholders through a shared vision
  • Develop CCaaS requirements and user stories by understanding business targets and objectives, while considering factors such as revenue and ROI impact
  • Develop high level business cases, translating them into presentations, proposals, etc.
  • Drive organizational alignment around rigorous product launch processes, ensuring consistent production readiness as indicated by early production successes and longer-term revenue growth
  • Collaborate with business, design and engineering to iteratively scope, build and launch product initiatives. Looking for a firm believer in taking multiple points of feedback and perspective to develop the best strategy
  • Work closely with Product, Sales, Sales Engineering, Marketing, Customers and other internal/external stakeholders to gather requirements, identify and qualify opportunities, collaborate on joint goals and roadmaps, and delivery of finished work product.
  • 5+ years of experience as a Product Manager with a background in Sales or Solutions engineering or Development, with public cloud communications or Contact Center focus
  • Experience packaging and product management of at least 2 Cloud products, with end-to-end experience in managing the product development lifecycle all the way to commercial deployment
  • Experience with market-leading CCaaS platforms and associated eco-system partners preferred, along with general B2B SaaS exposure

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