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Product Manager - CCaaS / Contact Center

extra holidays - fully flexible

Remote:

Full Remote

Salary:

90 - 120K yearly

Experience:

Mid-level (2-5 years)

Work from:

Canada

Offer summary

Qualifications:

3+ years in Product Management, Experience in Contact Center or UCaaS, Strong analytical and problem-solving skills, Familiarity with telecommunications is a plus.

Key responsabilities:

Develop product vision and roadmap
Collaborate with cross-functional teams

Sangoma Telecommunication Services SME https://www.sangoma.com/

201 - 500 Employees

See all jobs

Job description

Product Manager – CCaaS

Join Sangoma Technologies Corporation, a global leader in cutting-edge unified communications solutions! Since 1984, we've been shaping the future of business communications, helping companies of all sizes connect, collaborate, and thrive. From UCaaS to CCaaS, IP phones to cloud-based services, our award-winning products are the secret sauce behind seamless connectivity and collaboration worldwide.

As a Product Manager – Contact Center, you will play a pivotal role in shaping the vision, strategy, and roadmap for Sangoma’s Contact Center offerings. You will work cross-functionally with engineering, design, sales, marketing, and customer success teams to build innovative solutions that meet market needs and enhance customer experiences.

Your Role:

Develop and communicate a clear product vision and roadmap for Contact Center solutions.
Collaborate with customers, sales, and support teams to gather product requirements and define use cases.
Write detailed user stories, acceptance criteria, and use case documentation to guide development.
Maintain and prioritize the product roadmap, ensuring alignment with company goals and customer needs.
Conduct market research and competitive analysis to understand customer needs and market trends.
Prioritize features and enhancements and work closely with engineering and design teams to deliver products on time and within scope.
Partner with marketing, sales, and training teams to ensure successful product launches and adoption.
Track product performance, customer feedback, and KPIs to continuously improve the product.
Be the voice of the customer and champion customer needs across the organization.
Coordinate and negotiate product issues with engineering, operations, marketing, training, and sales groups.
Analyze and document insights regarding customer feedback, market trends, and competitor capabilities to identify new opportunities.
Manage the day-to-day project coordination and delivery of projects related to assigned products.

Additional Responsibilities:

Facilitate collaborative meetings to research and document product development ideas and concepts across multiple departments.
Develop and communicate new product development and improvement plans with accompanying revenue opportunity documentation, use cases, features, and requirements.
Serve as a subject matter expert, understanding and conveying new features and improvements.
Train employees and agents on new products and enhancements.
Occasionally assist sales teams with opportunities and client engagements.
Travel occasionally for client visits, tradeshows, and sales support.
Perform other duties as assigned.

Your Background:

3+ years in Product Management, ideally in Contact Center or UCaaS; 4+ years of experience with formal product management techniques, tools, and principles.
Strong analytical, problem-solving, and decision-making skills.
Familiarity with telecommunications, long-distance, and networking is a significant plus.
Demonstrated ability to translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences.
Familiarity with Contact Center technologies and integrations.
Proficiency with specialized computer software for drafting and producing documents and diagrams.
Proven ability to work cross-functionally in a dynamic environment.
Excellent written and verbal communication skills, with the ability to tailor messages for diverse audiences.
Passion for understanding customer needs and delivering solutions that drive value.
Driven self-starter with a detail-oriented and logical approach.
Bright, energetic, and comfortable in fast-paced, high-pressure environments.

How You’ll Make an Impact:

Proactively seek feedback from customers and prospects to identify unfulfilled needs and new opportunities.
Conduct competitive analysis to understand strengths, weaknesses, pricing, and positioning.
Document and communicate product development ideas and launch plans with cross-departmental collaboration.
Perform analyses to guide decisions on feature improvements and new developments.
Advocate for customer needs and ensure alignment with product vision and goals.

What We Offer:

Flexible Time Off & Company Holidays.
Entrepreneurial work environment partnered with high-growth career opportunities.
The compensation range reflects Sangoma’s commitment to competitive and consistent pay across various U.S. locations. Actual base pay will depend on the primary work location and factors such as role complexity, responsibilities, experience, skills, and education. Base pay ranges are reviewed annually, and offers are made within the applicable range. Some roles may also be eligible for bonuses or sales incentives.
The salary range of $90,000 to 120,000 depends on various factors, including experience, education, and geographic location.

Are you ready to directly impact the company and be rewarded for your performance? Are you prepared to take on a new challenge?

Must be authorized to work in the United States full-time for any employer. No agencies or third-party resumes, please.

Sangoma is proud to be an equal-opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.