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Sr. Product Manager for CCaaS APIs- remote role

Date:  Nov 19, 2021

Tampa Bay, FL, US

Requisition ID:  31055


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.


As the Senior Product Manager for CCaaS APIs, you will shape the evolution and expansion of Avaya’s APIs marketplace with a focus on scaling our platforms, unlocking innovation, and driving efficiencies with our APIs. You will be working collaboratively with diverse and distributed teams to deliver real value across every part of our OneCloud CCaaS Public platform. This is a position that will have an incredibly broad impact on both the customer and developer experience across multiple services.

As a Senior Product Manager for our CCaaS APIs, you will lead the direction of the API’s portfolio by setting strategy and partnering with engineering managers to guide execution to provide a reliable, scalable, and secure platform as the voice of the customer as a developer.

In this role you will have direct contact with customers and business partners to gather feedback about our solution. You will identify new opportunities to expand our APIs to fulfil market needs. You will write business requirements, work closely with Solution Product Owners and other engineering stakeholders. You will also work collaboratively with diverse and distributed teams to deliver value across every part of our solution ecosystem.

To be successful in this role you must be a self-starter, out-of-the-box thinker, highly motivated individual to drive top line growth, able to focus on solution strategy and on execution to deliver results in time.




  • Work collaboratively to achieve the organizational goals, objectives, and priorities as tied to the overall OneCloud strategic plan.
  • Establish linkage with other teams, and advocate for cross functional collaboration in establishing best practices and standardization that ensure high quality APIs are delivered to customers.
  • Adhere to governance and operational support framework supporting the key business imperatives; ensuring teams are operating within established standard design principles and are receiving the appropriate requirements and support from the broader organization. Coordinates with leaders and cross functional teams to deliver API products to the Marketplace.
  • Conduct market and user research to advocate for customer needs to drive solutions that solves for challenges; ensure a customer first approach in API product design and development.
  • Effectively drive the end-to-end readiness of API products; technical and operational readiness ensuring the business strategy is executed successfully.
  • Prioritize APIs to be made publicly available to enable customers and business partners to integrate with OneCloud CCaaS Public as a mean to drive business value.
  • Collaborate with API Gateway stakeholders to include OneCloud CCaaS Public APIs as the main driver for customers and business partners adoption.
  • Work with our competitive intelligence team to identify the best Go-to-Market model to commercialize public APIs.
  • Apply formal change management practices that ensure API products are baselined at kickoff and all changes thereafter are thoroughly scrutinized for justification, impact to the program and business.
  • Support the improvement of customer experience by influencing enhancements to enable self-service intended to solve customer challenges.
  • Identify opportunities for process improvement to address inefficiencies and improvements in the customer end-to-end experience. Drive key learnings from launches back into the organization to support continuous improvement.
  • Oversee customer-facing documentation efforts - helping plan, write, and publish new / update existing developer documentation
  • Evangelize stakeholders, support extended teams, and manage API readiness and the API lifecycle.
  • This job does not have supervisory responsibility




Successful candidates will have a minimum of 5+ years’ experience in product operations, engineering, marketing, services, program management, solutions/offer management, brand management, offer development or sales preferably in the Contact Center industry with focus on APIs. Experience with SaaS is preferred.



  • Strong leadership & communication skills - verbal, written, presentations, at all levels
  • Experience developing customer facing market messages and developing solutions/offer/portfolio strategies globally.
  • Strategic and analytics skills
  • Proven history of strong execution skills
  • Well-developed skills in leading and collaborating effectively with global, cross functional teams and the ability to influence effective change management.
  • Strong skills in representing solution to key constituents including senior leaders and customers
  • Ability to focus on key strategies and tactics in order to prioritize results indicative of success metrics
  • Ability to translate concepts into action items
  • Ability to perform strategic market research and quickly learn key information regarding the industry to become a subject matter expert.
  • Experience with best practices and patterns for enterprise API design.
  • Experience with API Gateways such as Google Apigee and/or Azure API Management
  • Understanding of OpenAPI Specifications (Swagger)
  • Experience with API Documentation using Markdown
  • Understanding of industry data privacy standards such as GDPR, HIPAA and PCI



  • This is a full-time position with the flexibility to work remotely. Occasional travel required for group meetings and trade shows.



  • An undergraduate degree in Computer Science, Information Technology, is required; an MBA or other graduate degree in business or marketing fields is desired.


7 - 10 Years of Experience


Bachelor degree or equivalent experience


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. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf