Job Description

Position Name: Senior Product Manager - Contact Center Analytics & CX Integrations

Experience: 7-10 years (with 5-6 years in CCaaS/CRM/CX Product Management)

Job Type: Full-Time

Job location-Noida (hybrid)

Key Responsibilities:

? Own and evolve the product roadmap for reporting, analytics, dashboards, and KPI frameworks.

? Drive product execution for self-service analytics and API-driven reporting capabilities.

? Translate customer and business needs into user stories and requirements that focus on operational insight and usability.

? Work with engineering and data teams to design, validate, and scale underlying data models and pipelines.

? Build intuitive, flexible dashboards and visualization experiences for both business users and admins.

? Define and track success metrics (adoption, usability, performance) for all reporting features.

? Engage with internal stakeholders (Sales, Marketing, Customer Success) and customers to refine use cases and improve outcomes.

? Collaborate with UX and documentation teams to deliver great user experiences and onboarding.

? Be the subject matter expert on reporting APIs, real-time and historical analytics, and Voice of Customer metrics.

Qualifications:

? 8-9 years total experience with 5-6 years as a Product Manager. Must have strong experience in

Analytics, and either CX or CRM. Experience with CCaaS/Telephony is a strong plus.

? Strong understanding of Contact Center (Telephony/CCaaS) architectures including IVR (Interactive Voice Response), ACD (Automatic Call Distributor), Omnichannel routing (voice, chat, SMS), and Queuing strategies.

? Experience working with analytics platforms (e.g., Power BI, Tableau, Looker).

? Hands-on knowledge of SQL, data modeling, and productizing data/APIs.

? Excellent communication and stakeholder management skills.

? Comfortable working in agile product environments and cross-functional teams.

Preferred Skills

? Familiarity with ServiceNow, Salesforce, or similar enterprise platforms.

? Experience delivering Voice of Customer analytics or customer engagement dashboards.

? Exposure to enterprise SaaS delivery and reporting frameworks.

Interested candidates share cv on hr@resolink.in

Job Types: Full-time, Permanent

Pay: ₹1,000,000.00 - ₹4,000,000.00 per year

Experience:

product manager : 5 years (Required)
Work Location: In person