About Us

Exotel is the emerging market’s leading full stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel’s cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of a communication APIs, Ameyo’s omnichannel contact centre (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud. They’re a $100 million Series D funded company. 

About the Harmony Product:

Harmony is Exotel's flagship unified communications platform, designed to revolutionise contact centre operations. It integrates various communication channels, AI-powered tools, and quality monitoring capabilities into a single, cohesive system. Harmony empowers businesses to deliver exceptional customer experiences, optimise agent performance, and drive operational efficiency.

About the Role

We are seeking a highly motivated and experienced Senior Product Manager to join our team and drive the vision and execution of the Harmony product. The ideal candidate will be a strategic thinker with a proven track record of successfully launching and scaling complex software products, particularly within the contact center or unified communications space. You will be responsible for defining the product roadmap, prioritising features, collaborating with engineering and design teams, and ensuring the product's success in the market.

Responsibilities:

• Product Vision and Strategy:

• Develop and articulate a clear product vision and strategy for Harmony, aligned with Exotel's overall business objectives.

• Conduct market research, competitive analysis, and customer feedback to identify opportunities and inform product decisions.

• Define and prioritise product features based on business value, technical feasibility, and user needs.

• Product Roadmap and Execution:

• Create and maintain a detailed product roadmap, outlining the planned features, releases, and timelines.

• Work closely with engineering and design teams to ensure timely and high-quality product delivery.

• Manage the entire product lifecycle, from concept to launch and ongoing iteration.

• Technical Proficiency and Integration:

• Possess a strong understanding of contact centre technologies, including telephony, IVR, CRM integration, and APIs.

• Demonstrate a deep understanding of system integration principles and best practices.

• Understanding of microservices architecture, cloud-based platforms, and data management is highly desirable.

• Specifically, experience or strong aptitude to quickly learn Exotel functionalities and integration complexities is paramount.

• AI and Analytics:

• Drive the integration of AI-powered features, such as sentiment analysis, topic modelling, and automated workflows, into the Harmony product.

• Define and track key metrics to measure product performance and identify areas for improvement.

• Experience with data visualisation and analytics tools is a plus.

• Collaboration and Communication:

• Effectively communicate product vision, strategy, and requirements to stakeholders across the organisation.

• Build strong relationships with engineering, design, sales, marketing, and customer support teams.

• Demonstrate excellent written and verbal communication skills.

• Problem-Solving and Decision-Making:

• Be a data-driven decision-maker with a strong ability to analyze complex problems and identify effective solutions.

• Demonstrate excellent problem-solving skills and the ability to think strategically and tactically.

• Be comfortable working in a fast-paced and dynamic environment.

Skills and Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field (Master's degree preferred).

• 8+ years of experience as a Product Manager, with a focus on contact center or unified communications products.

• Proven track record of successfully launching and scaling complex software products.

• Strong technical aptitude and understanding of contact center technologies.

• Excellent communication, collaboration, and problem-solving skills.

• Experience with Agile development methodologies.

• Strong analytical and data-driven decision-making skills.

• Ability to work independently and as part of a team.

• Passion for delivering exceptional user experiences.

Bonus Points:

• Experience with AI and machine learning technologies.

• Experience with CRM integration.

• Experience with global markets.

Why Join Exotel?

• Be part of a fast-growing and innovative company.

• Make a significant impact on the future of customer engagement.

• Work with a talented and passionate team.

• Enjoy a competitive salary and benefits package.