Senior Product Manager - Omnichannel Analytics Voice Contact Center Data

At Qualtrics we create software the worlds best brands use to deliver exceptional frontline experiences build highperforming teams and design products people love. But we are more than a platformwe are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit determination and a disdain for conventionbut most of all it requires closeknit highfunctioning teams with an unwavering dedication to serving our customers.

When you join one of our teams youll be part of a nimble group thats empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together by passing the mic and iterating until the best solution comes to light. You wont have to look to find growth opportunitiesready or not theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.

Senior Product Manager (Omnichannel Analytics Voice & Contact Center Data)

Why We Have This Role

• The Customer Care business is growing and transforming how organizations understand and improve customer experiences across all interaction channels. As a Product Manager focused on Omnichannel Analytics you will lead the development of customer interaction analytics with an emphasis on voice and AIdriven insights
• Empower app and product teams to integrate reliable and trustworthy datadriven capabilities into their applications.
• Enable all brands to enhance customer experiences by providing accessible omnichannel understanding.

How Youll Find Success

• Build a deep understanding of user personas and workflows translating insights into clearly defined product specifications that align with the overall product strategy.
• Building empathy for core personas/users and translating this into product specification documents.
• Engage directly with customers sales teams and other stakeholders to identify product gaps collect feedback and drive feature adoption.
• Leverage both quantitative and qualitative data to inform your point of view and success metrics
• Clearly communicate product value and insights to diverse audiences including customers and gotomarket stakeholders.
• Communicating the value proposition to diverse audiences and collaborate on feature positioning.

How Youll Grow

• By taking initiative and being adaptable in a dynamic environment.
• Through developing problemsolving skills and the ability to make datadriven decisions.
• By expanding your interpersonal skills and ability to influence across departments.

Things Youll Do

• Lead the development of omnichannel customer interaction analytics with a focus on voice and AIdriven insights.
• Define and drive the product roadmap for ingesting analyzing and surfacing actionable insights from contact center data.
• Collaborate with engineering AI/ML and speech engineering teams to build seamless integrations and customercentric analytics solutions.
• Work closely with telephony vendors (Genesys NICE Twilio Avaya Cisco UCCE) to ensure effective data integration.
• Translate user personas and workflows into clear product specifications that align with the overall product strategy.
• Engage with customers sales teams and stakeholders to identify product gaps collect feedback and drive feature adoption.

What Were Looking for on Your Resume

• Bachelors degree in Business Marketing Engineering Computer Science or related field.
• 34 years of experience in a productrelated role preferably in tech/software.
• 57 years of product management experience preferably in contact center technology unified communications analytics or CX platforms.
• Strong understanding of contact center data and voice analytics including: Contact center infra and solutions and AIdriven speech insights
• Experience building and scaling customerfacing analytics or AIdriven insights products.
• Ability to analyze and interpret data
• Selfmotivated wellorganized and detailoriented with excellent verbal and written communication skills.
• Experience collaborating with engineering AI/ML teams and external partners (Genesys NICE Twilio Avaya Cisco etc..Experience working with Cloudbased or Onprem Contact Center infrastructure including: CCaaS platforms Workforce Management (WFM) solutions ACDs (Genesys NICE inContact Five9 Avaya Cisco UCCE) SBCs (Cisco AudioCodes Ribbon Oracle SBC).
• Knowledge of telephony protocols (SIP RTP SIPREC WebRTC) and their impact on call recordings and voice analytics.
• Experience leading AIdriven initiatives in contact centers including speech analytics predictive analytics and realtime automation.
• Familiarity with compliancedriven analytics (PCIDSS GDPR HIPAA) for voice and contact center data.

What You Should Know about this Team

• The product team is focused on providing solutions for largescale organizational Reporting and Analytics capabilities with an emphasis on text analytics and platform services
• The team works closely with brands and Fortune 100 companies to enhance customer and frontline experiences.
• The Customer Care business is growing and transforming how organizations understand and improve customer experiences across all interaction channels.
• This team will focus on ingesting analyzing surfacing insights from Omnichannel contact center data and drive action.

• Experience Bonus:Qualtrics offers US employees an annual $1800 experience bonus to provide an experience they might not otherwise haveattend a sporting event or concert travel somewhere new or even support a nonprofit or infuse funds into a small business in your area.
• Learning and Development:All team members are encouraged to devote 10 of their time to personal learning and development.
• The satisfaction of empowering large networks through technology.
• The opportunity to work with a diverse range of influential brands.
• A role that encourages personal growth and initiative within a growing business area.