Product Manager - Voice

Smartping; Gurugram District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Smartping in India is seeking a seasoned Product Manager to lead AI-powered voicebot and contact center platform strategy within CPaaS and CCaaS. You will translate business goals into a product roadmap, conduct market research, and own PRD creation, aligning with commercialization goals.

You will collaborate across functions, prioritize features, drive integrations with CRM/ERP and GTM initiatives, and oversee the full lifecycle from feedback to enhancements, aiming to deliver measurable

Qualifications

• 6+ years in product management in Enterprise Generative AI.
• Experience in multichannel contact center solutions (voice, chat, email, social) and IVR.
• Proven SaaS/enterprise software product lifecycle management.
• Strong communication skills, storytelling ability, and cross-functional collaboration.

Responsibilities

• Lead product planning and strategy for AI voicebot and CCaaS platform.
• Translate business strategy to product roadmap and own PRD.
• Coordinate with stakeholders across multiple functions for end-to-end lifecycle.
• Prioritize features to improve value proposition and outcomes.
• Drive third-party integrations with CRM/ERP/CDP and marketplaces.
• Support sales enablement and communicate solutions internally/externally.
• Monitor product performance and implement timely enhancements.

Skills

Product Management

Generative AI

CPaaS/CCaaS

Multichannel CC

Cloud Communications

APIs

JIRA/Confluence

Figma

Stakeholder Mgmt

Data-driven

Communication

Tools

JIRA

Confluence

Figma

Job description

Role & responsibilities

• Lead product planning and strategy to develop AI voicebot and contact center platform, aligning with core CPaaS and omnichannel communication capabilities.
• Translate business strategy into product strategy. Own the product roadmap, conduct market research and analyze customer needs, competitors, and industry trends, especially in AI voicebot trends and cloud telephony domain.
• Own the product design, process flow, create precise PRD document and incorporate business use cases.
• Coordinate with internal stakeholders across multiple functions like process, development, network, customer service, regulatory, engineering and finance to lead end to end product lifecycle.
• Prioritize features development that improves the value proposition and helps in realising business outcomes.
• Identify and develop technology partnerships which to strengthen the product portfolio and help to develop and accelerate joint GTM
• Lead third party platform integration like CRM, CDP, ERP and listing the connector in the respective marketplace
• Communicate the product solutions and offerings effectively internally and externally. Drive the sales enablement programme to ensure success product and feature roll out.
• Manage all aspects of product lifecycle, including customer feedback, requirements, and issues.
• Monitor product performance and quality; incorporate timely enhancements based on customer and operational feedback

Required Skills:

• Overall 6+ years of experience with 3+ years of prior industry experience as a Product Manager in an Enterprise grade Generative AI in CPaaS and CCaaS domain.
• Having strong knowledge and experience in implementing or managing multichannel contact center solutions (voice, chat, email, social media channels) and IVR, OBD and its competitive landscape
• Technical skills in cloud communications, APIs, and workflow automation relevant to telephony services
• Proven track record in successful product lifecycle management for SaaS or enterprise software.
• Expertise in JIRA, Confluence, Figma and other product management tools
• Exceptional communication skills, both verbal and written, with a knack for storytelling.
• Self-starter with a positive and solution-oriented mindset. Demonstrated ability to work collaboratively and deliver in a multi-stakeholder eco-system.
• Analytical mindset and data driven. ability to gather and interpret data to make informed decisions.