Owner of telephony/contact center product strategy and roadmap. Advocate for customers, manage backlog and OKRs, run discovery, partner with engineering (AWS Connect), prioritize telephony features like routing and IVR, and communicate product status to stakeholders and senior leadership.
What You'll Do
Product Ownership
- Serve as the primary advocate for your product's customers, combining Voice of the Business with Voice of the Customer to shape product decisions.
- Own OKRs and KPI tracking for your product area, and use them to measure and communicate progress and value delivered.
- Manage and prioritize the product backlog, ensuring it reflects business priorities and customer needs.
- Run discovery sessions to surface customer pain points, validate ideas, and inform roadmap decisions.
- Drive the roadmap alongside delivery teams, balancing business priorities, technical feasibility, and customer impact.
- Communicate product strategy, priorities, and status clearly to stakeholders across the organization, including senior leadership.
Telephony / Call Center Product Focus
- Define and drive product strategy for telephony and contact center capabilities, with a working understanding of AWS Connect and related telephony systems.
- Partner directly with engineering teams building on AWS Connect to translate business and customer needs into technical requirements.
- Evaluate and prioritize telephony/call center system needs (e.g., routing, IVR, contact flows) in the context of the broader product roadmap.
Required
- Solid grounding in product management fundamentals — backlog management, roadmap development, OKR/KPI ownership, and stakeholder communication.
- Understanding of AWS Connect and telephony/call center systems.
- Executive presence — able to communicate confidently and credibly with senior leadership and represent the product externally.
Preferred
- Prior experience as a product manager for a contact center, telephony, or customer service platform.
- Experience partnering with engineering teams on AWS-based telephony solutions.
About 10Pearls:
10Pearls is a global, purpose-driven AI - native digital engineering partner helping businesses re-imagine, digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, transformative digital products that leverage emerging technologies. 10Pearls' clients include Global 2000 enterprises, high-growth mid-size businesses, and some of the most exciting start-ups from industries like healthcare, fintech, energy, education, real estate, retail, and hi-tech. Headquartered in the Washington DC metro area, 10Pearls has product engineering and software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit https://10pearls.com.
We offer a competitive compensation package, including the below benefits for full-time employees:
- Strong medical, dental, and vision plans with 60% of premiums for employees and their dependents covered by 10Pearls
- Employer-funded health reimbursement account (HRA) for the high-deductible health plan option
- Generous 401(k) plan with a 4% employer match and immediate vesting after 90 days of employment
- Paid time off for vacation, sick/wellness, and personal leave; separate paid parental leave program
- Employer-paid short-term, long-term, life, and AD&D insurance
- Additional voluntary insurance programs, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and dependents
- Full access to Tysons Corner Headquarters office with amenities: a state-of-the-art gym, fully stocked kitchen with snacks and cold brew coffee on tap, and free parking on-site
10Pearls is an Equal Opportunity Employer and is committed to maintaining a diverse workplace.
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