AddressSummary : We are seeking exceptional experienced Product Managers who are driven to beat standards rather than simply meet them, are committed, accountable, customer centric, and focused on continued improvement. This role is responsible for the planning and execution of one or more products Contact Center throughout its lifecycle, including: defining the product vision, developing roadmaps, gathering and prioritizing requirements, and working closely with engineering, sales, marketing, business, and support to ensure business objectives and customer satisfaction goals are met.
Job Responsibilities :
The general responsibilities of the Senior Product Manager include (but are not limited to) :
- Contribute to product strategy and vision for Contact Center Suite of Products, by leveraging customer and market analysis
- Analyzing market research to define competitive landscape and articulating to the broader team
- Write product requirements and user stories for features and enhancements
- Review customer & internal feedback, prioritize it, and transform it into clearly defined product requirements
- Uncover customer pain points and identifying market opportunities
- Define product user personas and goal work flows
- Be a source of domain expertise for the delivery team, elaborating on work items as needed and soliciting additional input from subject matter experts when appropriate
- Inspiring cross-functional peers - including design, engineering, sales, marketing and finance - to buy in to the offer vision and drive to results
- Collecting customer, market and functional feedback to refine and improve future iterations of the offer
- Guide user experience design planning and delivery with the UX team. Be the customer advocate for solution designs
- Work closely with developers and QA resources to ensure releases meet and exceed customer expectations
- Coordinate with other Product Managers across geos to deliver product functionality that set us apart from our competition
- Run internal and external beta programs prior to releases to ensure customer success of new functionality. Test and drive issues to closure during the beta period
- Be the most knowledgeable person in the company on the product.
- Collaborate with product management and other Product Managers, especially on alignment to strategic themes and managing requirements dependencies with other teams
- Represent the delivery team in interactions involving stakeholders, bridging any needed communication between the two
- Identify and prioritize the key features which need to be packaged into the offer and ensuring the offer reflects business objectives across 3CLogic platforms
- Identify KPIs which constitute a successful offer, communicating them to the broader team and constantly measure against them, adapting approach in real time to match shifting demands and situations
- Coordinate with all internal customers involved in the process: product marketing, sales and sales support, professional services, care, partners
- Help the consulting and sales teams solve problems and discover innovative answers to hard questions
- Work closely with other teams to create materials including white papers, help documentation, blog posts, and customer presentations
- Collaborate with Marketing and Sales to develop product demos, positioning, value proposition and pricing.
- Managing internal/external release enablement
- Support Commercialization activities depending on the launch phase
Qualifications/Requirements :
- 6-8 years in Product Management, Engineering or Product Marketing.
- Preferably 3-5 years Contact Center experience (experience with IVRs, ACDs, Queuing, Omnichannel engagement etc)
- Experience in CcaaS and Saas space is a huge plus.
- Excellent communication and people skills: being able to communicate to diverse audiences with confidence, clarity and focus
- Great Presentation skills.
- Skilled in collecting, prioritizing, and responding to input from multiple sources (customers, testers, engineering, competitive products, management, etc.)
- Ability to define scope, and solve problems creatively and practically
- Ability to build trust and supportive working relationships
- Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
- BE in Engineering and MBA from a reputable institute or equivalent with over 60% Marks
