Sr. Product Manager, Contact Center

About the team

Dialpad’s Sr. Product Manager CCaaS will work on our AI Contact Center offering to build the best AI powered Customer interaction solution on the market. .  In this role, you’ll combine innovation, interaction with customers, cross-functional collaboration with Design and Engineering to drive the roadmap, requirements and Go to Market of our CCaaS product offering.
Dialpad’s Product Management team plays an essential role in the organization with a fast growing disruptive product.  This team collaborates closely with all major stakeholders in the company, including Sales, Marketing, Design, Architects, Engineers, Support to constantly improve the quality and disruptive innovation of our products. 

Your role

As a Sr Product Manager of CCaaS , you’ll own the roadmap, requirement gathering, prioritization, and execution of the CCaaS product features. You’ll work closely with the other CCaaS product manager to accelerate the CCaaS product portfolio, and with the Analytics product managers to make sure the new features are being reported on.  

This position reports to our Sr. Dir of product management for the CCaaS portfolio and has the opportunity to be based in our Buenos Aires office in Argentina . 

What you’ll do 

• Own the roadmap for the CCaaS product in collaboration with the other CCaaS product
• Work closely with Customers, Sales, Marketing, Analysts to research and capture the latest requirements for the CCaaS product
• Write the requirements (PRD, Jira) to capture what engineering needs to deliver
• Partner with Design to come up with the best possible design for the product.
• Prioritize the requirements based on customer needs, and portfolio strategy
• Partner with Engineering and QA to follow up on the implementation
• Run the weekly standup with the Engineering team, re-prioritize as needed
• Partner with QA to evaluate the product readiness
• Partner with Customers (via Customer Success Managers) to bring products to Beta, and capture early adopter feedback
• Partner with Product marketing to launch the product… [who will they partner with?]
• Partner with Support to make sure the product can be successfully supported.

Skills you’ll bring

• Bachelor's degree in Engineering or equivalent practical experience.
• 5+ years of Product Management experience. 
• Experience in Contact Center business, or Telecommunications business (PBX, Carrier)
• Could be in a Tech Support role
• Could be in a Professional Services role
• Could be in a Sales Engineer role
• Product Management is a plus
• Expertise in Enterprise Communication (UCaaS)
• Expertise in software in a SaaS environment
• B2B enterprise Software is a plus

Dialpad benefits and perks

Equity, balance, and belonging

At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Culture

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation and equity

Teamwork makes the dream work, and Dialpad offers competitive rates in addition to stock options because each and every Dialer participates in our success.

Continuing education

Dialpad offers a yearly stipend for continued learning and education expenses.