Associate Product Manager-contact Center Module Job in Exotel Techcom Pvt. Ltd

About us

Exotel is one of Asia s largest cloud communications companies. Our aim is to change the way enterprises look at customer communication. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, ICICI, IDFC, Redbus, Flipkart, Quikr, Practo, Lazada, Redmart, etc. to name a few. We are a 9-year-old company with humble beginnings. Currently, we are a 130 member team catering to over 4000 customers across the globe. Our technology has connected over 400 million people across the world and powered over 10 billion conversations. Read our growth story here.

About the Job

Exotel is a cloud communications platform providing a suite of products, APIs and capabilities to help enterprises solve their customer communication needs. As an Associate Product Manager for the Contact Center Module, you will play a key role in enhancing and defining the capabilities from scratch that our Call Center product would need. You will need to understand the different ways in which our customers use the product and create solutions and interfaces to help them achieve their goals. To achieve this you will engage with our customers, sales and marketing teams, other product managers, engineers, architects and cross-functional teams to design and deliver solutions that help our customers succeed.

What will you do?

• Constantly interact with customers, sales and marketing teams to stay abreast of industry needs, trends and best practices and create a roadmap in sync with Exotel s vision and strategic goals
• Own and execute the roadmap by working with Design and Engineering teams to build great user experiences that result in the improved acquisition, more successful onboarding, higher retention, and increased customer happiness
• Do user studies to understand points of friction in the product to improve adoption
• Work closely with Engineering as part of the software development lifecycle to ship quality products.
• Track, measure and report success metrics of products/features you are working on.
• Create knowledge bases and training documents for internal and external users.

What we look for?

Must Haves

• Bachelor s degree in Computer Science, a related technical field, or equivalent practical experience.
• 2-4 years of Product Management experience, preferably in a platform or application framework role in a SaaS company

Good to Haves

• Experience in the Contact Center Industry is a big plus
• Technical background with previous hands-on software development experience is a plus
• Strong communication and presentation skills
• Empathy for your customers, peers and people in general
• Ability to influence multiple stakeholders with reasoning
• Comfortable talking to developers in their language
• Experience working with project management tools like Jira.