Senior Product Manager – Contact Center Analytics & CX Integrations

At 3CLogic, we are big believers that our people are the most important asset we have and that winning is ateam sport.3CLogic is a fast growing, venture-backed, SaaS “startup” with our headquarters in Rockville, Maryland. Someof our roles are local to the main office and others are remote, but we have talented individuals working fromeverywhere as we continue to build our safety-first hybrid remote and in-person culture, and we care moreabout what you might bring to our team and where you want to go in your career than where you arelocated.We realize you've very likely read tons of job descriptions that look a whole lot like this one. But what wecan't put in words is why we would love to hear from you. You've heard the term "living in the gray area,"right? Well, a great fit for 3CLogic is someone who wants to live in technicolor. There's never a gray momenthere! We are all entrepreneurs at heart, who believe that when you bring your full self to work, thepossibilities are infinite.If your interest is piqued, let's chat! We'd love to show you, rather than tell you, what makes us special, andfind a place in our organization where you can thrive.

What we do
Ever call a company or organization for help and wait on hold forever only to get to a person who can’t helpyou? Well we are the ones that fix that!3CLogic is a global provider of voice AI, Contact Center, and SMS solutions to enterprise and Global 2000organizations worldwide – think 7-Eleven, Swiss Railways, Regeneron, Northeastern University, Hyatt Hotels,or LabCorp. Organizations leverage our technology and services every day to increase the quality of service totheir customers/employees, improve the performance of the agents serving them, lower their operationalcosts, and optimize how easy it is to analyze and manage it all. We make calling for help a positive experienceand efficient channel for everyone!A strategic ServiceNow and SAP partner, 3CLogic is paving the way for organizations to digitally transformcustomer and employee experiences, deliver conversational voice self-service offerings, enable remote workat scale, and leverage AI to drive better business outcomes.

General Job Details:

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

Location: Sector-142, Noida(Hybrid Working Model)
Position Summary:

We are seeking exceptional, experienced product managers who are driven to beat standards rather thansimply meet them. You’re committed, accountable, customer-centric, and focused on continuousimprovement. This role is responsible for the planning and execution of one or more products within the3CLogic Contact Center suite throughout its lifecycle. This includes defining the product vision, developingroadmaps, gathering and prioritizing requirements, and working closely with engineering, sales, marketing,business, and support teams to ensure business objectives and customer satisfaction goals are met.Primary Focus – Analytics, Dashboards, Reporting & APIsThis position is heavily focused on productizing data, building customer-facing dashboards, enabling KPItracking, and delivering self-service analytics capabilities. You will own the feature development lifecycle forreporting and analytics modules integrated with major CRMs and internal systems.

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 operationalinsight and usability.

● Work with engineering and data teams to design, validate, and scale underlying data models andpipelines.

● 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 usecases 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 ofCustomer metrics.

Qualification:

8–9 years total experience with 5–6 years as a Product Manager.

Must have strong experience inAnalytics, and either CX or CRM. Experience with CCaaS/Telephony is a strong plus.

Strong understanding of Contact Center (Telephony/CCaaS) architectures including IVR (InteractiveVoice Response), ACD (Automatic Call Distributor), Omnichannel routing (voice, chat, SMS), andQueuing 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.

Benefits:-Flexible Working Hours.-Hybrid Working Style.-Personal Accidental Insurance.-Health Insurance to Self, Spouse and two kids.-5 days working week.

3CLogic, Inc. is an Equal Opportunity/Affirmative Action Employer committed to excellence through diversity.Employment offers are made on the basis of qualifications and without regard to race, sex, religion, nationalor ethnic origin, disability, age, veteran status, or sexual orientation.

Job Types: Full-time, Permanent

Pay: Up to ₹3,000,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Product management: 5 years (Preferred)
• Cx and CRM: 4 years (Preferred)
• Analytics: 4 years (Preferred)

Work Location: In person

Speak with the employer
+91 9319758297