Job Title

The Contact Center department is expanding quickly, and we're searching for a Product Manager to join the team. Familiarity with Call Center solutions is preferred. The Contact Center team is developing a new, cutting-edge omnichannel solution for the global market. This solution will integrate all existing communication channels between businesses and clients, including traditional telephony calls and digital messaging channels such as WhatsApp, Facebook, Twitter, email, and SMS. Our goal is to create a product that enables companies to connect with their customers more effectively and respond to their inquiries quickly and efficiently. This role requires close collaboration with customers, development teams, and RnD. The successful candidate will interact with customers to gather and define project requirements within the existing product line. They will also manage development teams from a product perspective and oversee project implementation. Responsibilities: As a Product Manager in a Scrum-based server telecommunications software development process, you will be responsible for: ● Act as a bridge between customers, business stakeholders, and the development team to define product requirements and priorities. ● Gather and analyze customer needs, feedback, and market trends to shape product strategy. ● Collaborate with cross-functional teams, including engineering, design, sales, and marketing, to ensure smooth product development and delivery. ● Define and maintain the product roadmap, aligning with company goals and customer expectations. ● Create detailed product requirement documents (PRDs), user stories, and acceptance criteria. ● Work closely with the development team to clarify requirements, prioritize tasks, and ensure timely execution. ● Conduct competitive analysis and market research to identify opportunities for product improvement. ● Oversee the product lifecycle from ideation to launch and post-launch enhancements. ● Monitor product performance using key metrics and iterate based on data-driven insights. ● Facilitate user testing and gather feedback to improve user experience and functionality. ● Communicate product updates, vision, and roadmap to internal teams and stakeholders. ● Ensure products comply with industry standards, regulations, and best practice. Requirements: Minimum Qualifications: ● 5-8 years of experience as a Product Manager, with a focus on complex software system development projects. ● Experience collaborating with a Scrum team within a large, multi-team environment. ● Exceptional analytical and communication skills. ● Ability to learn and integrate new information quickly. ● Outstanding presentation skills and the ability to convey information effectively, both verbally and graphically. ● Proficient in spoken and written English (upper-intermediate level) due to frequent interaction with global teams and stakeholders. ● Strong understanding of server-based software development processes. Preferred Qualifications ● Understanding of call center solutions (IVR, ACD, Queues, etc.) and practical experience in building and operating them. ● Experience with CRM and Contact Center integration.