Product Manager – Contact Centre & Unified Communications

The Opportunity

Our client is undergoing a major digital transformation and is investing heavily in modernising customer engagement across multiple service channels.

They are looking for an experienced Product Manager to lead the development of a next-generation unified communications platform, enabling colleagues to deliver seamless customer support across voice, video, chat and digital channels.

This is an exciting opportunity to shape a greenfield product that will transform how customer service teams engage with customers.

Key Responsibilities

• Own the product roadmap and backlog for colleague-assisted customer servicing channels.
• Lead the delivery of a unified communications platform spanning telephony, live chat, video and digital messaging.
• Translate strategic objectives into clear product priorities and delivery outcomes.
• Work closely with engineering, architecture and operational teams to deliver secure, scalable solutions.
• Balance customer experience, technical priorities, regulatory requirements and commercial objectives.
• Define KPIs and success measures including customer outcomes, operational efficiency and colleague adoption.
• Manage cross-functional dependencies and remove delivery blockers.
• Use customer insights and operational data to continually improve assisted customer journeys.

About You: You’ll ideally have:

• Experience as a Product Manager or Product Owner within a complex, regulated environment.
• Experience delivering customer contact centre or unified communications platforms.
• Knowledge of telephony, contact centre technologies, APIs and systems integration.
• Experience working with Agile delivery teams.
• Strong stakeholder management and prioritisation skills.
• An understanding of AI-enabled customer service, voicebots or conversational AI would be advantageous.
• Excellent communication skills with the ability to influence technical and business stakeholders.