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Company

Sangoma · 16 hours ago

Product Manager - CCaaS / Contact Center

United States

Full-time

Remote

Mid Level

$90K/yr - $120K/yr

3+ years exp

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No H1B

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Responsibilities

Develop and communicate a clear product vision and roadmap for Contact Center solutions.

Collaborate with customers, sales, and support teams to gather product requirements and define use cases.

Write detailed user stories, acceptance criteria, and use case documentation to guide development.

Maintain and prioritize the product roadmap, ensuring alignment with company goals and customer needs.

Conduct market research and competitive analysis to understand customer needs and market trends.

Prioritize features and enhancements and work closely with engineering and design teams to deliver products on time and within scope.

Partner with marketing, sales, and training teams to ensure successful product launches and adoption.

Track product performance, customer feedback, and KPIs to continuously improve the product.

Be the voice of the customer and champion customer needs across the organization.

Coordinate and negotiate product issues with engineering, operations, marketing, training, and sales groups.

Analyze and document insights regarding customer feedback, market trends, and competitor capabilities to identify new opportunities.

Manage the day-to-day project coordination and delivery of projects related to assigned products.

Facilitate collaborative meetings to research and document product development ideas and concepts across multiple departments.

Develop and communicate new product development and improvement plans with accompanying revenue opportunity documentation, use cases, features, and requirements.

Serve as a subject matter expert, understanding and conveying new features and improvements.

Train employees and agents on new products and enhancements.

Occasionally assist sales teams with opportunities and client engagements.

Travel occasionally for client visits, tradeshows, and sales support.

Perform other duties as assigned.

Qualification

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Product ManagementContact CenterUCaaSUse Case DevelopmentProduct Roadmap ManagementMarket ResearchTelecommunicationsProject CoordinationCross-Functional Collaboration

Required

3+ years in Product Management, ideally in Contact Center or UCaaS; 4+ years of experience with formal product management techniques, tools, and principles.

Strong analytical, problem-solving, and decision-making skills.

Familiarity with telecommunications, long-distance, and networking is a significant plus.

Demonstrated ability to translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences.

Familiarity with Contact Center technologies and integrations.

Proficiency with specialized computer software for drafting and producing documents and diagrams.

Proven ability to work cross-functionally in a dynamic environment.

Excellent written and verbal communication skills, with the ability to tailor messages for diverse audiences.

Passion for understanding customer needs and delivering solutions that drive value.

Driven self-starter with a detail-oriented and logical approach.

Bright, energetic, and comfortable in fast-paced, high-pressure environments.

Benefits

Full Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period.

Matching 401K program - 100% match on 4%.

Flexible Time Off & Company Holidays.

Entrepreneurial work environment partnered with high-growth career opportunities.

Company

Sangoma

With over 40 years in the industry, Sangoma (TSX: STC; Nasdaq: SANG) is a trusted communications platform leader specializing in UCaaS, CCaaS, CPaaS, and SIP trunking and faxing.

Founded in 1984

Markham, Ontario, CAN

201-500 employees