Sr Product Management Specialist - Customer Interaction Suite

Job Title : Product Manager - Customer Interaction Suite

Band-Location : B3-2 (B3-2) - Bangalore / Pune / Mumbai

BU : Collaboration & Connectivity Solutions (Collaboration & Connectivity Solutions)

Job Description :

Tata Communications is looking for seasoned Product Manager who wants to join our winning CIS-InstaCC team responsible for driving product strategy, coordinating cross-functional teams, and delivering solutions that enhance business communications and customer engagement for contact centers. The roles require working with the Sales, Solution, Engineering, commercial & OEM -Partner teams. You will assist in the Product development of discrete customer and market requirements and work with Internal product teams to ensure our competitive advantage in the market. This role has an emphasis on Contact Center domain with expertise on CCaaS & CPaaS products.

Core Responsibilities :

Lead product planning and strategy for contact center solutions, aligning with Kaleyra s communication ecosystem and CCaaS multichannel -Omnichannel contact center capabilities.

Conduct market research and analyze customer needs, competitors, and industry trends, especially in cloud communications and contact center technology.

Define product requirements, create roadmaps, and prioritize features that improve the value and performance of contact center products.

Guide cross-functional teams (engineering, sales, marketing, and support) through the product development lifecycle, ensuring alignment and timely execution.

Collaborate with stakeholders including customers, partners, and vendors for feedback and solution design.

Oversee product launches, positioning, pricing, and marketing for new contact center functionalities and upgrades.

Monitor product performance and quality incorporate continuous improvements based on customer and operational feedback

Required Skills & Qualifications

Hands-on experience or deep knowledge of CPaaS messaging, voice, and omnichannel communication platforms.

Experience implementing or managing multichannel contact center solutions (voice, chat, email, social media).

Strong project management, stakeholder communications, and team leadership capabilities.

Technical skills in cloud communications, APIs, and workflow automation relevant to contact centers.

Analytical mindset for market, customer, and competitor analysis.

Proven track record in successful product lifecycle management for SaaS or enterprise software.

Expertise in JIRA, Confluence, Figma and other product management tools

Preferred Qualifications

Bachelors degree in engineering, computer science, or a related field. 5-8 years experience as a product manager, ideally within communications, contact center, or SaaS environments.

Demonstrated ability to design and deliver innovative features that improve customer experience and operational efficiency in contact center products

Experience with network transport and carrier environments a plus

Working knowledge of Generative AI in Contact Center and CPaaS would be an added advantage

Skills Required

Figma, Voice, Jira, Confluence, Apis, cloud communications , Messaging