Product Manager - Telephony

Role Description

• 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.
• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.