Product Manager - Telephony (Contract)

10Pearls; United States; On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) with employer match

Paid time off and parental leave

Insurance (life, AD&D)

On-site amenities at Tysons Corner HQ

Job summary

10Pearls is seeking a Product Manager to own product strategy for telephony and customer service platforms, partnering with engineering on AWS Connect. You will lead backlog, OKRs, discovery sessions, and roadmap, while communicating with senior leadership.

This role emphasizes cross-functional collaboration across product ownership, business, and tech in a global AI-native digital engineering partner. You will balance business priorities with technical feasibility and customer impact, driving

Qualifications

• Solid grounding in product management fundamentals—backlog mgmt, roadmap, OKR/KPI ownership, and stakeholder communication.
• Understanding of AWS Connect and telephony/call center systems.

Responsibilities

• Serve as the primary advocate for customers, merging business and customer voices to shape product decisions.
• Own OKRs and KPI tracking to measure progress and value delivered.
• Manage and prioritize the product backlog reflecting business priorities and customer needs.
• Run discovery sessions to surface customer pain points and inform roadmap decisions.
• Drive the roadmap alongside delivery teams balancing business, technical feasibility and customer impact.
• Communicate product strategy, priorities and status to stakeholders including senior leadership.

Skills

Product management fundamentals

Backlog management

Roadmap development

OKR/KPI ownership

Stakeholder communication

Executive presence

AWS Connect

Tools

AWS Connect

Job description

What You'll Do

• Serve as the primary advocate for your product's customers, combining Voice of the Business with Voice of the Customer to shape product decisions.
• Own OKRs and KPI tracking for your product area, and use them to measure and communicate progress and value delivered.
• Manage and prioritize the product backlog, ensuring it reflects business priorities and customer needs.
• Run discovery sessions to surface customer pain points, validate ideas, and inform roadmap decisions.
• Drive the roadmap alongside delivery teams, balancing business priorities, technical feasibility, and customer impact.
• Communicate product strategy, priorities, and status clearly to stakeholders across the organization, including senior leadership.

Product Ownership

• Serve as the primary advocate for your product's customers, combining Voice of the Business with Voice of the Customer to shape product decisions.
• Own OKRs and KPI tracking for your product area, and use them to measure and communicate progress and value delivered.
• Manage and prioritize the product backlog, ensuring it reflects business priorities and customer needs.
• Run discovery sessions to surface customer pain points, validate ideas, and inform roadmap decisions.
• Drive the roadmap alongside delivery teams, balancing business priorities, technical feasibility, and customer impact.
• Communicate product strategy, priorities, and status clearly to stakeholders across the organization, including senior leadership.

Telephony / Call Center Product Focus

• Define and drive product strategy for telephony and contact center capabilities, with a working understanding of AWS Connect and related telephony systems.
• Partner directly with engineering teams building on AWS Connect to translate business and customer needs into technical requirements.
• Evaluate and prioritize telephony/call center system needs (e.g., routing, IVR, contact flows) in the context of the broader product roadmap.

Who You Are

Required

• Solid grounding in product management fundamentals — backlog management, roadmap development, OKR/KPI ownership, and stakeholder communication.
• Understanding of AWS Connect and telephony/call center systems.
• Executive presence — able to communicate confidently and credibly with senior leadership and represent the product externally.

Preferred

• Prior experience as a product manager for a contact center, telephony, or customer service platform.
• Experience partnering with engineering teams on AWS-based telephony solutions.

About 10Pearls:

10Pearls is a global, purpose-driven AI - native digital engineering partner helping businesses re-imagine, digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, transformative digital products that leverage emerging technologies. 10Pearls' clients include Global 2000 enterprises, high-growth mid-size businesses, and some of the most exciting start-ups from industries like healthcare, fintech, energy, education, real estate, retail, and hi-tech. Headquartered in the Washington DC metro area, 10Pearls has product engineering and software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit https://10pearls.com.

We offer a competitive compensation package, including the below benefits for full-time employees:

• Strong medical, dental, and vision plans with 60% of premiums for employees and their dependents covered by 10Pearls
• Employer-funded health reimbursement account (HRA) for the high-deductible health plan option
• Generous 401(k) plan with a 4% employer match and immediate vesting after 90 days of employment
• Paid time off for vacation, sick/wellness, and personal leave; separate paid parental leave program
• Employer-paid short-term, long-term, life, and AD&D insurance
• Additional voluntary insurance programs, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and dependents
• Full access to Tysons Corner Headquarters office with amenities: a state-of-the-art gym, fully stocked kitchen with snacks and cold brew coffee on tap, and free parking on-site

10Pearls is an Equal Opportunity Employer and is committed to maintaining a diverse workplace.