Senior Product Manager – Telephony

This is a fully remote position, open to applicants in India.

📋 Description

• Establish and implement the vision for integrated telephony encompassing Office Phone and CCaaS, ensuring alignment with organizational objectives and customer requirements.

• Drive the development of essential functionalities, such as SIP-based calling, IP PBX, extension dialing, call transfers (both warm and cold), voicemail, and presence features.

• Collaborate with engineering teams on Telephony architecture, call routing, carrier integrations, and ensuring scalability.

• Facilitate smooth call transitions between contact center queues and direct office users via extension-based dialing.

• Work in close partnership with customers, sales, and support teams to identify shortcomings and enhance product offerings.

• Aid in positioning, packaging, and pricing strategies to remain competitive against UCaaS and CCaaS providers.

• Establish key performance indicators (KPIs) such as call quality, latency, and uptime, while continually optimizing product performance.

⛳️ Requirements

• Over 6 years of product management experience, with a minimum of 5 years dedicated to UCaaS and CCaaS solutions within B2B SaaS or financial services.

• Comprehensive knowledge of IP PBX, VoIP, SIP, PSTN, cloud communications, and cloud contact center technologies.

• Capacity to collaborate effectively with engineering teams, with a solid understanding of APIs, integrations, and telecom architectures based on cloud and PBX systems.

• Demonstrated experience in managing complex, scalable systems utilizing Agile/Scrum methodologies and leading cross-functional teams.

• Proven track record in gathering customer insights and translating them into meaningful product features.

• Strong analytical skills for interpreting data, monitoring key metrics, and making data-driven decisions.

• Ability to clearly communicate the product vision, strategy, and technical requirements to a variety of stakeholders.

• Familiarity with SIP trunking, FreeSWITCH/Asterisk, or carrier integrations.

• Understanding of call routing systems, including skill-based routing and queues.

• Exposure to AI voice technologies or conversational AI platforms.

• Knowledge of compliance standards relevant to Telephony.

• Experience with AI-enhanced contact center solutions, omnichannel communication, workforce optimization (WFO), or workforce management (WFM) tools.

🏝️ Benefits

• Customers are our North Star.

• No Fear - Tell the truth.

• Team of Owners.