ESSENTIAL DUTIES AND RESPONSIBILITIES
· Design and maintain the roadmap for Spok contact center products, working closely with the technical product managers for console and telephony solutions along with cross-functional teams such as engineering, UI/UX, marketing, and sales. This involves defining product feature requirements, creating roadmaps, and ensuring that the product meets the needs of both the business and customers.
· Conduct research to understand customer needs, industry trends, and competitive landscape in the operator console and contact center market.
· Combine research findings with others on the product management team to identify opportunities for new products or improvements to existing ones.
· Collaborate with internal stakeholders, such as sales, customer support, and operations teams, to gather feedback and ensure alignment on product priorities and goals.
· Work with program management to oversee the entire lifecycle of contact center products, from ideation to launch and ongoing maintenance.
· Collaborate with other product managers and the director of product management to create new pricing models and augment existing pricing to better serve our customers.
· Define the go-to-market plans, and monitor product performance post-launch for adjustments.
· Engage with customers to identify areas for improvement in the contact center products.
· Monitor performance of the contact center products by tracking key performance metrics, such as customer
satisfaction, adoption rates of features to make data-driven decisions for optimization.
· Participate in support of key corporate partners.
REQUIRED EDUCATION, SKILLS, AND EXPERIENCE
· Bachelor’s Degree (BA/BS) is required.
· 5+ years of defining, developing, and launching contact center software products is required (SaaS experience is a plus).
· Experience working in an Agile / Safe Agile environment.
· Experience using product management software such as AHA!, Rally, Jira or others.
· Excellent verbal and written communications including PowerPoint presentations.
· Experience with data flows and process mapping.
· Customer centric mentality and experience defining KPIs for software products.
· Robust interpersonal skills with evidence of teamwork and collaboration.
· Exceptional written and verbal communication skills with customers at all levels.
· MS Office Suite required.
PRODUCT SKILLS
· Five years of experience in Unified Communications and contact center software product management.
· Experience with PBX operator consoles, IVR, call recording, ACD, Contact center reporting and management tools. Experience in software product lifecycle management.
· Experience with on-premise, cloud and hybrid solutions.
· Experience in perpetual and SaaS based licensing and pricing models.
>>>Two years’ experience with computer systems, database programs, and word processing programs required.