Senior Technical Product Manager

Our Contact Center department is growing rapidly, and we are looking for a new colleague - Technical Product Manager (Analytics) who is familiar with the principles of building Multi-Channel Contact Center solutions.

The Contact Center team creates a brand new modern omnichannel solution on the Global market that will combine all existing ways of interaction between companies and a client - from classic telephony calls to digital messaging channels - WhatsApp, Facebook, Twitter, email, SMS, etc. We create a product that helps companies to be closer to their customers and respond to their requests as quickly and efficiently as possible.

Responsibilities:

This role requires close collaboration with customers, development teams, and RnD. The successful candidate will interact with customers to gather and define project requirements within the existing RingCX Analytics product line. They will also manage development teams from a product perspective and oversee project implementation.

• As a Technical Product Manager in a Scrum-based server telecommunications software development process, you will be responsible for:Act as a bridge between customers, business stakeholders, and the development team to define product requirements and priorities.
• Gather and analyze customer needs, feedback, and market trends to shape product strategy.
• Collaborate with cross-functional teams, including engineering, design, sales, and marketing, to ensure smooth product development and delivery.
• Create and manage product roadmap aligned with company goals and customer needs.
• Create detailed product requirement documents (PRDs), user stories, and acceptance criteria. Work with developers to clarify requirements, prioritize tasks, and ensure timely execution. Conduct competitive analysis & market research for product improvement. Oversee the product lifecycle from ideation to launch and post-launch enhancements. Monitor product performance using key metrics and iterate based on data-driven insights.
• Communicate product updates, vision, and roadmap to internal teams and stakeholders.
• Ensure products comply with industry standards, regulations, and best practice. Continuously working on process improvements (data pipeline, ETL monitoring/performance/optimization, etc.
• Collaborate with our partners and their dedicated PS, support & engineering teams.
• Assist technical support and participate in issues troubleshooting, debugging and fixing bugs.

Required skills:

• At least 5 years of working experience in a Product Owner/Product Manager role. Should have worked in some projects related to the development of complex software systems.
• Experience in the ETL domain as a PO/PM is a must.
• Knowledge of SQL, database, data modeling, warehousing is a must.
• Should have experience with product analytics and at least 1 BI tools (GoodData, QuickSight Tableau, PowerBI, Looker, etc.).
• Experience in working with a Scrum team in a large multi-team cross-functional organization. Excellent analytical & communication skills.
• Ability to quickly find and assimilate new information.
• Problem solving, detail oriented and always ready to take further steps.
• Excellent presentation skills, ability to effectively convey information verbally and graphically. Excellent understanding of software development processes for server-based services. Upper-intermediate spoken and written English (we have constant communication with team and stakeholders all over the World).
• An understanding of the principles and practical experience of building and operating Multi-Channel Contact Center solutions (IVR, ACD, Queues, Emails, Chats, etc.) will be a plus.