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Director, Product Management, Contact Center Applications

Date:  Mar 2, 2021
Location: 

Santa Clara, CA, US

Requisition ID:  29478

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

Job Information

We are looking for an experienced product leader with a track record for driving new product capabilities from initial concept to successful delivery and market leadership.  As Director of Product Management for Avaya’s Contact Center Applications you will be responsible for executing the vision, strategy, release planning and roadmap. 

 You will lead a team of seasoned product managers, working closely with our engineering, sales, marketing and other key GTM teams on supporting the surround contact center applications and capabilities and effectively communicating this vision with customers, partners and employees.  The surround contact center applications include IVR and speech recognition, outbound dialing, proactive outreach and workforce engagement management capabilities. You will also work with strategic partners and across other product management teams in a matrix style organization and will need you to have strong communication and influence skills. This is a highly visible role both internally and externally that requires someone who is customer obsessed and passionate about help to take Avaya to the next level of cloud and contact center success.

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Responsibilities

Develop the product vision, strategy and feature priority for Avaya’s surround contact center applications including IVR and speech recognition, outbound dialing, proactive outreach and workforce engagement management capabilities that supports existing customer installed base priorities and evolution to the cloud.

Work closely with key strategic partnerships that entail the product portfolio, including Verint, Nuance, Noble and other technology partners to prioritize requirements and product evolution.   

Responsible for the end to end product lifecycle, from defining market needs, roadmap, release planning, functional specifications to customer adoption and new product introduction success.  

Work directly with customers, partners, end users and other product management stakeholders to define and communicate a cohesive roadmap.

Additional Responsibilties

Help influence speedy decision-making with engineering, design and other product teams to successfully execute the product strategy and launch for the surround contact center applications.

Collect and ensure the translation of customer requirements and use cases into functional designs.

Help create compelling demonstrations, content for product marketing materials and proof of concept customer engagements for successful customer journey transformation to the cloud.

Track all ACV and pipeline growth for the portfolio, working in strong collaboration with our GTM organizations to track success and adopter trends.

Continue to recruit and expand a world-class product team with SaaS and cloud expertise.

Skills

8+ years of contact center and SaaS enterprise product management experience

Deep knowledge and understanding of IVR, Outbound and Workforce Engagement/WFO products and technology partnerships

Success in working strategic partnerships for expanding product portfolios and GTM opportunities

Success in defining, launching and growing enterprise or SaaS products using Agile development and methodology practices

Strong organizational skills, excellent written, communication and communication skills, up to CxO level

Professionalism, enthusiasm and ability to work across a matrixed organization

this position can be based and out of the US/Canada - remote

 

Experience

10+ Years of Experience

Education

Bachelor degree or equivalent experience

Preferred Certifications

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).


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