Senior Product Manager Contact Center Analytics & CX Integrations

At 3CLogic, we strongly believe in the value of our team members and understand that success is achieved through teamwork. As a fast-growing SaaS startup based in Rockville, Maryland, we have a diverse team working both locally and remotely. We prioritize talent and potential over geographical location, creating a hybrid remote and in-person culture that fosters personal and professional growth. We invite you to consider joining our vibrant team at 3CLogic, where every day is filled with exciting opportunities and colorful challenges. Our dynamic environment thrives on innovation and creativity, encouraging all team members to bring their unique perspectives and ideas to the table. We are a team of entrepreneurs at heart, driven by the belief that embracing individuality leads to limitless possibilities. If you are intrigued by the prospect of working in a technicolor world rather than a monochromatic one, we would love to connect with you. Let us show you firsthand what sets us apart and help you discover where you can excel within our organization. **What we do:** 3CLogic specializes in providing voice AI, Contact Center, and SMS solutions to enterprise and Global 2000 organizations worldwide. Our clients include renowned names such as 7-Eleven, Swiss Railways, Regeneron, Hyatt Hotels, and more. By leveraging our cutting-edge technology, organizations enhance their customer service quality, empower their agents, reduce operational costs, and streamline their communication processes. We transform the experience of seeking assistance into a positive and efficient interaction for all parties involved. **General Job Details:** **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 **Location:** Sector-142, Noida (Hybrid Working Model) **Position Summary:** We are in search of exceptional product managers who are driven to exceed standards rather than just meeting them. As a committed and customer-centric individual focused on continuous improvement, you will play a crucial role in shaping the success of one or more products within the 3CLogic Contact Center suite. Your responsibilities will include defining the product vision, creating roadmaps, prioritizing requirements, and collaborating with various teams to ensure business objectives and customer satisfaction goals are achieved. **Primary Focus - Analytics, Dashboards, Reporting & APIs:** This position centers around productizing data, developing customer-facing dashboards, enabling KPI tracking, and delivering self-service analytics features. You will be responsible for overseeing the development lifecycle of reporting and analytics modules integrated with major CRMs and internal systems. **Key Responsibilities:** - Own and enhance the product roadmap for reporting, analytics, dashboards, and KPI frameworks. - Drive the execution of self-service analytics and API-driven reporting capabilities, translating customer and business needs into actionable requirements. - Collaborate with engineering and data teams to design, validate, and scale data models and pipelines. - Design intuitive dashboards and visualization experiences for business users and administrators. - Define and monitor success metrics for all reporting features, engaging with internal stakeholders and customers to refine use cases. - Serve as a subject matter expert on reporting APIs, real-time and historical analytics, and Voice of Customer metrics. **Qualifications:** - 8-9 years of total experience with 5-6 years as a Product Manager. - Strong background in Analytics, and either CX or CRM, with CCaaS/Telephony experience being advantageous. - Proficiency in Contact Center architectures, including IVR, ACD, Omnichannel routing, and Queuing strategies. - Familiarity with analytics platforms such as Power BI, Tableau, or Looker, along with hands-on knowledge of SQL and data modeling. - Excellent communication skills, stakeholder management abilities, and agility in working with cross-functional teams. **Preferred Skills:** - Exposure to enterprise platforms like ServiceNow and Salesforce. - Experience in delivering Voice of Customer analytics or customer engagement dashboards. - Familiarity with enterprise SaaS delivery and reporting frameworks. **Benefits:** - Flexible Working Hours - Hybrid Working Style - Personal Accidental Insurance - Health Insurance for Self, Spouse, and two children - 5-day work week If you are a dedicated and forward-thinking product manager with a passion for analytics and customer experience, we encourage you to explore this exciting opportunity with 3CLogic. Join us in shaping the future of Contact Center solutions and driving meaningful business outcomes through innovation and collaboration.,