Product Manager 2 OmniChannel Media Transport Platform (Voice & Digital Channels)

Role Overview

As a Product Manager 2 you will own the media and channel transport infrastructure that powers every customer conversation flowing through Exotel from a live voice call hitting a voicebot to a customer DMing a brand on Instagram or WhatsApp. This is a deeply technical PM role sitting at the intersection of telephony infrastructure real-time media and digital messaging protocols. You will be the bridge between the CX/voicebot interface and the underlying SIP/RTP/physical media stack on one side and the Exotel Messaging Framework (XMF) that unifies social and messaging DMs on the other. This role demands a strategic thinker a meticulous planner and an effective team leader who can align product development with organizational goals while being comfortable going deep into telco and media protocol detail when needed.

Scope of Ownership

• Voice Media & CX-to-Voicebot Interface: Own the product surface connecting the Customer Experience layer to voicebots call setup/teardown audio routing media negotiation and real-time signal quality. Working knowledge of SIP (signaling) RTP (media transport) codecs jitter/packet loss and physical media/PRI-SIP trunking is expected

• Digital Messaging via XMF: Own the Exotel Messaging Framework (XMF) the digital counterpart to voice that abstracts and unifies inbound/outbound DMs across social and messaging channels (WhatsApp Instagram etc.) into a common conversational construct enabling parity of bot/agent experience across voice and digital.

Key Result Areas (KRAs) and Key Performance Indicators (KPIs)

Product Life Cycle Management

Strategy Planning and Development

• Develop and execute a strategic product roadmap for the module that aligns with organizational goals across both voice and digital channels.

• Ensure timely delivery of features and releases (e.g. new channel integrations on XMF SIP/RTP enhancements for quality) meeting or exceeding customer expectations.

• Conduct revenue impact analysis for each product enhancement targeting a percentage increase in revenue.

Platform Reliability & Media Quality

• Define and own SLAs/SLOs for call setup success rate media quality (MOS jitter packet loss) and message delivery reliability across XMF channels.

• Partner with telco/network engineering to reduce latency and improve barge-in/turn-taking accuracy both of which are directly governed by underlying SIP/RTP behavior.

Customer Satisfaction and Engagement

NPS (Net Promoter Score)

• Objectively increase NPS for customers.

Efficiency in Addressing Customer Product Requests

• Improve efficiency in addressing customer product requests (e.g. new channel asks call quality escalations) within SLA.

Monthly Active Users (MAU) / Active Conversations

• Increase MAU and active-conversation volume across voice and XMF-enabled digital channels through customer/sales engagement and product strategies.

Onboarding Optimization

• Reduce the cost and time for customer onboarding onto new channels (voice trunking setup new DM channel activation on XMF) for the self-served product.

Market Research and Innovation

• Stay updated on telco/CPaaS and conversational-AI market trends (SIP trunking providers CCaaS players messaging API ecosystems like WhatsApp Business Platform Meta Messaging) and conduct regular competitive analysis.

Innovative Business Ideas/Features

• Propose and implement innovative features that improve voicebot media quality (e.g. adaptive codec selection edge media routing) and expand XMFs channel coverage.

Pricing and Competition Research

• Conduct thorough pricing and competition research for voice media and messaging/DM modules including telco/carrier cost structures and per-channel messaging economics.

Must-Have Skills & Experience

• Working understanding of SIP (call signaling INVITE/ACK/BYE flows trunking) RTP/RTCP (real-time media transport codecs jitter buffers) and basic physical media/telco concepts (PRI PSTN interconnects carrier routing).

• Familiarity with how media consumers work (speech-to-text streaming barge-in) and how SIP/RTP behavior impacts responsiveness.

• Exposure to messaging/social APIs (WhatsApp Instagram/Facebook Messaging) and how a unifying framework like XMF abstracts these into a single conversational construct.

• 47 years of product management experience with at least 2 years in telephony CPaaS CCaaS or messaging infrastructure products.

• Strong cross-functional collaboration skills this role works closely with telco/network engineering voicebot/AI teams and digital channel/messaging engineering simultaneously.

• Comfortable reading protocol-level logs/traces (SIP ladder diagrams packet captures) when triaging quality issues even if not writing the fixes yourself.

Nice-to-Have

• Prior experience with WebRTC media servers (FreeSWITCH Asterisk Kamailio) or CPaaS platforms.

• Experience building or managing a messaging abstraction layer across multiple social/DM channels.