Senior Product Manager

About Broadvoice | GoContact

At Broadvoice | GoContact, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues.

Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands‑on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos.

Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture.

Position Summary

Broadvoice is seeking a Senior Product Manager to lead our Contact Center as a Service (CCaaS) platform strategy and execution. This role focuses on building a scalable, easy‑to‑manage, and high‑performing platform that simplifies provisioning, enhances monitoring, and delivers an exceptional end‑to‑end experience for both customers and internal users.

This is a core role within our product team — ensuring the platform supports our multi‑channel voice‑led CCaaS strategy, scales across mid‑market customers, and empowers our partners and operations teams. The ideal candidate has 5+ years of experience in product management, with a strong understanding of contact center technologies, cloud/SaaS platforms, and operational workflows.

Key Responsibilities

• Own and evolve the GoContact CCaaS platform roadmap, focusing on discovery, provisioning, end‑to‑end usability, manageability, scalability, monitoring, and reliability.
• Build intuitive admin and configuration experiences for customers (for all different personas) and operations teams to streamline setup and ongoing management.
• Ensure robust monitoring and observability are built into the platform — enabling proactive issue detection and resolution.
• Partner with engineering and DevOps to improve platform scale and performance, especially for voice and AI‑integrated workflows.
• Champion end‑to‑end customer experience across provisioning, onboarding, usage, and support — driving simplification and reliability.
• Support internal teams (e.g., support, onboarding, channel) with platform capabilities that reduce effort and improve time‑to‑value.
• Establish and track key metrics such as provisioning time, uptime, admin satisfaction, and time to resolution.

Qualifications

• 5+ years of product management experience in CCaaS, SaaS, or cloud‑based platforms.
• Proven ability to lead platform initiatives in complex, multi‑tenant environments.
• Strong understanding of multi‑channel communications, contact center workflows, and cloud infrastructure.
• Experience working closely with DevOps, engineering, and support teams on platform scalability and automation.
• Strong communication skills and a track record of cross‑functional leadership.
• Undergraduate degree in Computer Science or Engineering and MBA preferred.

Preferred Attributes

• Passion for operational excellence and platform usability
• Experience with monitoring tools, provisioning systems, or workflow automation
• Ability to balance short‑term delivery with long‑term scalability and simplicity
• Strategic thinker with a hands‑on approach to execution

WHY BROADVOICE