Senior Product Manager
16 hours ago
Position Name: Senior Product Manager – Contact Center Analytics & CX Integrations
Experience: 7–10 years (with 5–6 years in CCaaS/CRM/CX Product Management)
Job Type: Full-Time
Job location-Noida (hybrid)
Key Responsibilities:
● Own and evolve the product roadmap for reporting, analytics, dashboards, and KPI frameworks.
● Drive product execution for self-service analytics and API-driven reporting capabilities.
● Translate customer and business needs into user stories and requirements that focus on operational insight and usability.
● Work with engineering and data teams to design, validate, and scale underlying data models and pipelines.
● Build intuitive, flexible dashboards and visualization experiences for both business users and admins.
● Define and track success metrics (adoption, usability, performance) for all reporting features.
● Engage with internal stakeholders (Sales, Marketing, Customer Success) and customers to refine use cases and improve outcomes.
● Collaborate with UX and documentation teams to deliver great user experiences and onboarding.
● Be the subject matter expert on reporting APIs, real-time and historical analytics, and Voice of Customer metrics.
Qualifications:
● 8–9 years total experience with 5–6 years as a Product Manager. Must have strong experience in
Analytics, and either CX or CRM. Experience with CCaaS/Telephony is a strong plus.
● Strong understanding of Contact Center (Telephony/CCaaS) architectures including IVR (Interactive Voice Response), ACD (Automatic Call Distributor), Omnichannel routing (voice, chat, SMS), and Queuing strategies.
● Experience working with analytics platforms (e.g., Power BI, Tableau, Looker).
● Hands-on knowledge of SQL, data modeling, and productizing data/APIs.
● Excellent communication and stakeholder management skills.
● Comfortable working in agile product environments and cross-functional teams.
Preferred Skills
● Familiarity with ServiceNow, Salesforce, or similar enterprise platforms.
● Experience delivering Voice of Customer analytics or customer engagement dashboards.
● Exposure to enterprise SaaS delivery and reporting frameworks.
Interested candidates share cv on
Job Types: Full-time, Permanent
Pay: ₹1,000, ₹4,000,000.00 per year
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