Product Owner / Business Analyst - UCaaS OR "Unified Communications" OR AIchatbot Saas) EXP required

Product Owner / Business Analystt

Experience10 - 12 years

Engagement Type:- Contractual

Collaboration Duration:- 6-12 Months

Engagement Mode:- Remote

Timezone(s):- India

Position Overview

We are seeking an experienced Product Owner / Business Analyst to lead the development and evolution of a Unified Communications as a Service (UCaaS) platform, with a specific focus on CRM integration and communication workflows.

This hybrid role blends product ownership and business analysis, requiring both strategic vision and hands-on requirement definition. The ideal candidate will bridge the gap between business stakeholders and technical teams, ensuring that user needs and technical feasibility are balanced.

The role involves owning the product backlog, defining features, and collaborating with engineering, QA, and cross-functional teams to deliver measurable business value. The candidate will bring deep domain knowledge of UCaaS products and CRM systems to design integrations that centralize communication, improve customer engagement, and boost productivity.

The role also requires monitoring market trends from providers such as Microsoft, Zoom, Google, and RingCentral to inform product strategy, and actively supporting Agile ceremonies including backlog refinement, sprint planning, and testing.

Key Responsibilities

• Own and manage the product backlog, defining and prioritizing features that deliver measurable business value.

• Translate business needs into user stories, detailed requirements, acceptance criteria, and workflows.

• Collaborate with stakeholders, engineering, QA, and cross-functional teams to ensure clarity of requirements and alignment with the product roadmap.

• Define and enhance UCaaS features such as voice, video, instant messaging, and collaboration across devices .

• Apply domain knowledge of CRM systems such as Salesforce, Dynamics, and HubSpot to design integrations that centralize communication, improve customer engagement, and boost productivity.

• Monitor UCaaS and CRM market trends, including offerings from Microsoft, Zoom, Google, and RingCentral , to inform product strategy.

• Support Agile ceremonies including backlog refinement, sprint planning, and testing by providing clear inputs and timely decisions.

• Act as the bridge between business and technical teams, ensuring that user needs and technical feasibility are balanced.

Required Skills

• 10 12 years of experience in product ownership, product management, or business analysis, preferably in SaaS or cloud communication platforms.

• Strong understanding of UCaaS products and real-time communication tools , including voice, video, chat, and collaboration.

• Functional knowledge of CRM applications and use cases within UCaaS environments, such as:

  • Contact center workflows

  • Customer interaction tracking

  • Sales/service integration

• Proven ability to capture, analyze, and translate business requirements into functional specifications.

• Excellent communication, stakeholder management, and analytical skills.

• Practical experience working in Agile/Scrum environments.

Preferred / Bonus Skills

• Familiarity with SaaS subscription models, cloud security, and APIs .

• Experience with UCaaS-CRM integrations supporting sales, service, and customer success functions.

• Ability to use analytics and reporting tools to guide data-driven decisions.