Technical Product Manager (Telephony & Communications)

About the Role

We are looking for a Telephony Product Manager to join our Customer Service HQ and own the telephony infrastructure across our global support operations. In this role, you will work at the intersection of product, engineering, and vendor management — optimizing routing, reducing costs, and driving channel strategy across multiple markets. You will manage relationships with voice and communications providers, shape the telephony product roadmap, and translate complex operational requirements into scalable technical solutions that directly impact the efficiency and quality of customer support at scale.

Responsibilities

• Own telephony infrastructure and product roadmap across global support operations.
• Optimize call routing, IVR flows, and channel strategy to reduce costs and improve customer experience.
• Manage relationships and commercial negotiations with voice and communications providers; define SLAs and onboard vendors.
• Translate stakeholder requirements into technical specifications and PRDs; prioritize work based on cost and impact.
• Coordinate and drive execution across engineering, Ops/CX, legal, and finance to deliver outcomes.
• Perform cost analysis, build unit-economics cost models, and support business cases.

Qualifications

• 3–5 years experience in product management or technical program management.
• Background in contact center technology, voice/telephony, or customer operations is a plus but not required.
• Technical proficiency: able to read API documentation, understand routing logic, IVR trees, telecom billing models, and integration patterns.
• Strong SQL for ad-hoc analysis and building cost models/business cases.
• Proven vendor management experience including commercial negotiations in English, SLA management, and vendor onboarding.
• Experience coordinating multiple workstreams across engineering, Ops/CX, legal, and finance.
• Ability to write PRDs, own a roadmap, prioritize by cost/impact, and drive product delivery with engineering teams.

Benefits

• Flexible schedules and opportunity to work remotely.
• Ambitious and supportive team with internal programs for adaptation, training, and leadership development.
• Partial compensation for external training and conferences.
• Corporate English school: group and individual lessons, speaking clubs.
• Corporate prices on hotels and travel services.
• MyTime Day Off - an extra non-working day without loss of compensation.