Job Description

Job Description

Are you ready to revolutionize digital customer engagement? Join our dynamic Product Team, where innovation drives our success, as we search for a passionate Digital Product Manager to lead us into the future.

In this role, you will lead key initiatives for our emerging digital product lines, focused on improving customer engagement and collaborate with product managers, architects, software engineers to deliver platform capabilities that improve customers call center operations.

Responsibilities:

• Identify problems, meet user needs, and drive outcomes for stakeholders.
• Define and prioritize product requirements, lead agile development processes, and deliver on-time product launches.
• Develop and communicate product visions and strategies, managing roadmaps, backlogs, and user stories.
• Engage with customer-facing teams to collect and analyze user feedback to inspire new ideas and refine features.
• Translate customer needs into impactful product functionalities.
• Work closely with product leaders to shape the roadmap and plan new initiatives.
• Build prototypes to test concepts and share them with key partners.
• Coordinate with engineering to deliver features that meet timelines and quality benchmarks.
• Conduct market research and analyze competitors to keep our products ahead of the curve.

Qualifications:

• B.E/B.Tech/MS in any stream – Computer Science/IT preferred.
• 7+ years working with digital channels in a SaaS environment.
• 5 years of experience in product management or a related role.
• Define and execute the product strategy for seamless customer experiences across channels (e.g., phone, email, chat, SMS, social media , and in-app messaging).
• Integrate digital and traditional contact center platforms to provide unified communication options.
• Leverage tools like Genesys, Twilio, or Five9 to optimize call center operations.
• Implement or integrate systems like CRM (e.g., Salesforce, HubSpot), IVR (Interactive Voice Response), AI-powered chatbots, and analytics tools.
• Explore emerging technologies such as conversational AI, voice recognition, and omnichannel orchestration tools.
• Foster innovation in self-service channels like chatbots, virtual agents, and automated workflows.
• Exceptional organizational, leadership, and presentation abilities.
• Familiarity with outbound campaign technologies and platforms.
• Ability to think outside the box and solve complex problems.
• Experience in the contact center domain is highly preferred.
• Familiarity with Agile frameworks and working with design/engineering teams. Prior experience in development or program management is preferred.

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