Senior Product Manager - Telephony

Senior Product Manager - Unified Telephony | 100% Remote WFH (India)

About the role: We are seeking a Senior Product Manager - Unified Telephony to lead the evolution of our Office Phone + Contact Center (CCaaS) platform into a single, cloud-native communication system. This role is critical in building a next-generation Unified Telephony Platform that seamlessly connects Contact Center (CCaaS) and Office Phone systems into a single, intelligent, AI-powered communications layer.

Role & Responsibilities:

• Product Strategy & Roadmap: Define and execute the vision for unified telephony across Office Phone and CCaaS, aligned with business goals and customer needs
• Telephony Platform Ownership: Lead development of core capabilities, including SIP-based calling, IP PBX, extension dialing, call transfers (warm/cold), voicemail, and presence
• Architecture & Execution: Partner with engineering on Telephony architecture, call routing, carrier integrations, and scalability
• Unified Routing Experience: Enable seamless call flows between contact center queues and direct office users (extension-based dialing)
• Customer & Market Insights: Work closely with customers, sales, and support to identify gaps and drive product improvements
• Go-to-Market: Support positioning, packaging, and pricing against UCaaS/CCaaS competitors
• Uptime Focus: Define KPIs (call quality, latency, uptime) and continuously optimize product performance

Qualifications

• Experience: 6+ years of product management experience, with at least 5+ years focusing on UCaaS and CCaaS solutions in B2B SaaS or financial services
• Industry Knowledge: Strong understanding of IP PBX, VoIP, SIP, PSTN, cloud communications, and cloud contact center technologies.
• Technical Acumen: Ability to work closely with engineering teams, understanding APIs, integrations, and cloud and PBX-based telecom architectures.
• Agility & Leadership: Proven experience in working with complex, scalable systems with Agile/Scrum methodologies and leading cross-functional teams.
• Customer-Centric Mindset: Experience in gathering customer insights and translating them into impactful product features.
• Analytical Skills: Strong ability to interpret data, track key metrics, and drive data-driven decisions.
• Excellent Communication: Ability to clearly articulate product vision, strategy, and technical requirements to diverse audiences.

Technical

• Experience with SIP trunking, FreeSWITCH/Asterisk, or carrier integrations
• Knowledge of call routing systems (skill-based routing, queues)
• Exposure to AI voice or conversational AI platforms
• Familiarity with compliance standards for Telephony
• Experience with AI-powered contact center solutions, omnichannel communication, workforce optimization (WFO), or workforce management (WFM) tools

Why join us

You will own a mission-critical product line that combines Back-office collaboration (Office Phones) and IP-PBX modernization with Cloud Contact Center, Skill-based routing, and AI-driven voice automation

Your Goal

• Eliminate fragmented telephony stacks
• Unify front-office (agents) and back-office ( staff) communication
• Deliver a single platform for all voice interactions

You Will Operate At The Intersection Of

• Telephony Infrastructure (SIP, PBX, PSTN)
• Cloud Communications Platforms
• Real-time routing systems
• Enterprise SaaS product design
• AI Voice automation

About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.