Principal Product Management, Contact Center Pro - Remote Eligible

Principal Product Manager, Contact Center Pro

We are currently looking for a Principal Product Manager to lead the strategy, roadmap, and execution of an advanced contact center platform for trades businesses. In this role, you will own the product's success end-to-end, defining, building, and launching features that enhance agent efficiency, customer engagement, and operational workflows. You will collaborate closely with engineering, design, and cross-functional teams to deliver an omni-channel platform with AI-driven virtual agents and embedded assistance. This role requires a deep understanding of enterprise communication systems, customer workflows, and integration with other SaaS tools. You will advocate for the customer, ensure UX excellence, and use data to measure and drive product impact. This is a high-impact position ideal for experienced product leaders ready to transform the next generation of contact center solutions.

Accountabilities

• Lead customer discovery and market research, engaging with agents, supervisors, and enterprise customers to identify pain points and opportunities.
• Translate workflows and business needs into clear product requirements and user stories, collaborating with engineering and design for timely delivery.
• Define and execute the product roadmap across agent desktops, supervisor tools, admin consoles, analytics, and integrations.
• Partner with sales, marketing, and customer success to enable go-to-market execution, messaging, demos, and onboarding.
• Advocate for the customer internally, triaging escalations, addressing product gaps, and improving adoption.
• Drive design and UX excellence for agent and supervisor workflows, balancing usability with enterprise-grade flexibility.
• Define and track key success metrics such as adoption, usage, NPS/CSAT, handle time, and agent productivity.