POSITION SUMMARY
Broadvoice is seeking a Senior Product Manager to lead our Contact Center as a Service (CCaaS) platform strategy and execution. This role focuses on building a scalable, easy-to-manage, and high-performing platform that simplifies provisioning, enhances monitoring, and delivers an exceptional end-to-end experience for both customers and internal users.
This is a core role within our product team - ensuring the platform supports our multi-channel voice-led CCaaS strategy, scales across mid-market customers, and empowers our partners and operations teams. The ideal candidate has 5+ years of experience in product management, with a strong understanding of contact center technologies, cloud / SaaS platforms, and operational workflows.
KEY RESPONSIBILITIES
- Own and evolve the GoContact CCaaS platform roadmap, focusing on discovery, provisioning, end-to-end usability, manageability, scalability, monitoring, and reliability.
- Build intuitive admin and configuration experiences for customers (for all different personas) and operations teams to streamline setup and ongoing management.
- Ensure robust monitoring and observability are built into the platform - enabling proactive issue detection and resolution.
- Partner with engineering and DevOps to improve platform scale and performance, especially for voice and AI-integrated workflows.
- Champion end-to-end customer experience across provisioning, onboarding, usage, and support - driving simplification and reliability.
- Support internal teams (e.g., support, onboarding, channel) with platform capabilities that reduce effort and improve time-to-value.
- Establish and track key metrics such as provisioning time, uptime, admin satisfaction, and time to resolution.
QUALIFICATIONS
- 5+ years of product management experience in CCaaS, SaaS, or cloud-based platforms.
- Proven ability to lead platform initiatives in complex, multi-tenant environments.
- Strong understanding of multi-channel communications, contact center workflows, and cloud infrastructure.
- Experience working closely with DevOps, engineering, and support teams on platform scalability and automation.
- Strong communication skills and a track record of cross-functional leadership.
- Undergraduate degree in Computer Science or Engineering and MBA preferred.
Preferred Attributes:
- Passion for operational excellence and platform usability
- Experience with monitoring tools, provisioning systems, or workflow automation
- Ability to balance short-term delivery with long-term scalability and simplicity
- Strategic thinker with a hands-on approach to execution
WHY BROADVOICE
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