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CCaaS Product Manager

3 months ago

Pune, Maharashtra, India Avaya Full time
About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there's no limit to the experiences Avaya customers can create.

The richness of Avaya's global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at

Job Information

Job Code:

Job Family: Product Management

Job Function: Product Management

ABOUT THE OPPORTUNITY

Avaya is seeking a highly skilled Product Manager to join the Avaya Experience Platform (AXP) team. In this role, you will be instrumental in shaping the evolution and expansion of Avaya's flagship CCaaS (Contact Center as a Service) solution. Your focus will be on scaling our platforms, unlocking innovation, and driving efficiencies across customer, admin, and agent experiences within the CCaaS channels. This is an opportunity to work at the core of Avaya's product management team, playing a pivotal role in the growth and success of our platform.

ABOUT THE RESPONSIBILITIES


• Vision & Roadmap Development: Lead the creation and implementation of a long-term vision and roadmap for both inbound and outbound voice and digital channel experiences.

• Market & Competitive Analysis: Conduct thorough market research and competitive analysis, while gathering customer feedback to identify opportunities and guide product enhancements.

• Product Development: Collaborate with engineering teams to define product requirements, create user personas and use cases, and prioritize features for successful and timely product launches.

• Go-to-Market Strategy: Partner with marketing and sales teams to develop effective go-to-market strategies, including positioning and pricing of the CCaaS portfolio.

• Customer Advocacy: Advocate for customer needs throughout the product development lifecycle to ensure the delivery of exceptional user experiences that address real-world challenges.

• Data-Driven Decision Making: Analyze product performance metrics and customer feedback to identify areas for improvement and make informed decisions to enhance the product.

• Industry Awareness: Stay informed about industry trends, emerging technologies, and competitive offerings to position Avaya's CCaaS portfolio as a market leader.

• Collaboration & Communication: Foster strong relationships across internal teams to ensure alignment and effective collaboration on product initiatives.

ABOUT THE REQUIREMENTS

EXPERIENCE


• Product Management Expertise: Proven experience as a Product Manager with a focus on CCaaS solutions.

• Technical Acumen: Strong understanding of Contact Center technologies and trends, with the ability to translate technical concepts into strategic product initiatives.

• Strategic Execution: Demonstrated success in driving product strategy, development, and go-to-market efforts in a dynamic environment.

• Analytical Skills: Excellent ability to interpret data and use it to drive decision-making and product enhancements.

• Communication Skills: Outstanding presentation and communication abilities, capable of influencing stakeholders at all levels.

• Dynamic Environment Experience: Experience managing multiple priorities in a fast-paced, ever-changing environment.

• Data Science & AI Knowledge: Strong knowledge of Data Science and AI technologies, with the ability to leverage these for product innovation.

NICE-TO-HAVES


• Experience with software development, particularly in NodeJS or Java applications.

Experience
5 - 8 Years of ExperienceEducation
Bachelor degree or equivalent experiencePreferred Certifications
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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at ) and applicable Privacy Statement relevant to this job posting (accessible at ).