Product Manager-2Harmony(AI+Contact Center Product)
Product Manager-2Harmony(AI+Contact Center Product)
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Job Description
About Us
Exotel is the emerging markets leading full stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011 Exotels cloud-based product suite powers 50 million daily engagements across voice video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60 countries including India SE Asia the Middle East and Africa. Today some of the fastest-growing companies in the emerging markets (Ola Swiggy Flipkart GoJek Byjus Urban Company HDFC Bank Zomato Oyo etc.) manage their customer engagement with Exotels suite of a communication APIs Ameyos omnichannel contact centre (merger) and Cogno AIs conversational AI platform (acquisition) over the cloud. Theyre a $100 million Series D funded company.
About the Harmony Product:
Harmony is Exotels flagship unified communications platform designed to revolutionise contact centre operations. It integrates various communication channels AI-powered tools and quality monitoring capabilities into a single cohesive system. Harmony empowers businesses to deliver exceptional customer experiences optimise agent performance and drive operational efficiency.
About the Role
We are seeking a highly motivated and experienced Senior Product Manager to join our team and drive the vision and execution of the Harmony product. The ideal candidate will be a strategic thinker with a proven track record of successfully launching and scaling complex software products particularly within the contact center or unified communications space. You will be responsible for defining the product roadmap prioritising features collaborating with engineering and design teams and ensuring the products success in the market.
Responsibilities:
Product Vision and Strategy:
Develop and articulate a clear product vision and strategy for Harmony aligned with Exotels overall business objectives.
Conduct market research competitive analysis and customer feedback to identify opportunities and inform product decisions.
Define and prioritise product features based on business value technical feasibility and user needs.
Product Roadmap and Execution:
Create and maintain a detailed product roadmap outlining the planned features releases and timelines.
Work closely with engineering and design teams to ensure timely and high-quality product delivery.
Manage the entire product lifecycle from concept to launch and ongoing iteration.
Technical Proficiency and Integration:
Possess a strong understanding of contact centre technologies including telephony IVR CRM integration and APIs.
Demonstrate a deep understanding of system integration principles and best practices.
Understanding of microservices architecture cloud-based platforms and data management is highly desirable.
Specifically experience or strong aptitude to quickly learn Exotel functionalities and integration complexities is paramount.
AI and Analytics:
Drive the integration of AI-powered features such as sentiment analysis topic modelling and automated workflows into the Harmony product.
Define and track key metrics to measure product performance and identify areas for improvement.
Experience with data visualisation and analytics tools is a plus.
Collaboration and Communication:
Effectively communicate product vision strategy and requirements to stakeholders across the organisation.
Build strong relationships with engineering design sales marketing and customer support teams.
Demonstrate excellent written and verbal communication skills.
Problem-Solving and Decision-Making:
Be a data-driven decision-maker with a strong ability to analyze complex problems and identify effective solutions.
Demonstrate excellent problem-solving skills and the ability to think strategically and tactically.
Be comfortable working in a fast-paced and dynamic environment.
Skills and Qualifications:
Bachelors degree in Computer Science Engineering or a related field (Masters degree preferred).
8 years of experience as a Product Manager with a focus on contact center or unified communications products.
Proven track record of successfully launching and scaling complex software products.
Strong technical aptitude and understanding of contact center technologies.
Excellent communication collaboration and problem-solving skills.
Experience with Agile development methodologies.
Strong analytical and data-driven decision-making skills.
Ability to work independently and as part of a team.
Passion for delivering exceptional user experiences.
Bonus Points:
Experience with AI and machine learning technologies.
Experience with CRM integration.
Experience with global markets.
Why Join Exotel
Be part of a fast-growing and innovative company.
Make a significant impact on the future of customer engagement.
Work with a talented and passionate team.
Enjoy a competitive salary and benefits package.
Required Experience:
IC
Employment Type
Full-Time
