Sr Product Management Specialist

Core Responsibilities

• Lead product planning and strategy for contact center solutions, aligning with Kaleyra s communication ecosystem and CCaaS multichannel -Omnichannel contact center capabilities.
• Conduct market research and analyze customer needs, competitors, and industry trends, especially in cloud communications and contact center technology.
• Define product requirements, create roadmaps, and prioritize features that improve the value and performance of contact center products.
• Guide cross-functional teams (engineering, sales, marketing, and support) through the product development lifecycle, ensuring alignment and timely execution.
• Collaborate with stakeholders including customers, partners, and vendors for feedback and solution design.
• Oversee product launches, positioning, pricing, and marketing for new contact center functionalities and upgrades.
• Monitor product performance and quality; incorporate continuous improvements based on customer and operational feedback

Required Skills & Qualifications

• Hands-on experience or deep knowledge of CPaaS messaging, voice, and omnichannel communication platforms.
• Experience implementing or managing multichannel contact center solutions (voice, chat, email, social media).
• Strong project management, stakeholder communications, and team leadership capabilities.
• Technical skills in cloud communications, APIs, and workflow automation relevant to contact centers.
• Analytical mindset for market, customer, and competitor analysis.
• Proven track record in successful product lifecycle management for SaaS or enterprise software.
• Expertise in JIRA, Confluence, Figma and other product management tools

Preferred Qualifications

• Bachelors degree in engineering, computer science, or a related field. 5-8 years experience as a product manager, ideally within communications, contact center, or SaaS environments.
• Demonstrated ability to design and deliver innovative features that improve customer experience and operational efficiency in contact center products
• Experience with network transport and carrier environments a plus
• Working knowledge of Generative AI in Contact Center and CPaaS would be an added advantage