Product Manager

We are seeking a dedicated and resourceful Product Manager to join our Growth Team, primarily focusing on integrating new Contact Center as a Service (CCaaS) and Unified Communication as a Service (UCaaS) partners and maintaining and improving existing integrations.

This role is crucial in enhancing our market presence and ensuring our innovative products reach a wider audience through effective integration and distribution strategies.

We're particularly interested in candidates who bring deep CCaaS/UCaaS ecosystem experience, whether you've worked as a product manager, solutions engineer, developer or similar role. What matters most is that you understand how these platforms work, who the key players are, and how partners and customers actually use them. If you have that domain expertise and are looking to move into (or further into) product management, we'd love to hear from you.

You'll fit in here if you're the kind of person who's already thought about what CRM you'd use if you started your own company tomorrow, what stack you'd build your website on, and how you'd handle your customer support. That instinct is what this role needs.

Reporting into our Lead Product Manager, Growth Team, you will play an integral role in helping PCI Pal further develop its channel distribution strategy in a maintainable and scalable way. You'll have direct support from your Lead PM as you grow into the role, particularly if you're moving into product management from an adjacent discipline.

You will have the opportunity to collaborate with talented colleagues across multiple teams including Sales, Marketing and Partners teams.

Job requirements

• Hands-on experience with two or more major CCaaS/UCaaS platforms (such as Genesys, Talkdesk, Five9, NICE, Amazon Connect, Zoom, 8x8, Vonage or similar), gained as a product manager, solutions engineer, developer or similar role.
• A strong understanding of CCaaS/UCaaS solutions, industry trends, key players and emerging technologies.
• Working knowledge of RESTful APIs and CRUD operations, with the ability to discuss integration patterns credibly with partners and technical stakeholders.
• Exceptional interpersonal and communication skills, capable of working with cross-functional teams and external partners.
• Strategic thinker with a strong analytical mindset and problem-solving capabilities.
• Self-motivated and able to thrive in a fast-paced, dynamic environment.
• Based in the UK within commutable distance from London. Our team comes together in the London office twice a week for collaboration, and you'll also need to occasionally travel within the UK or internationally to meet partners.
• Previous experience as a Product Manager within a SaaS technology environment.
• Project management experience, particularly managing large-scale integrations.
• Experience integrating with major CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow or similar)
• An understanding of payments technology and the wider ecosystem (payment gateways, open banking, alternative payment methods, etc.)
• Familiarity with security and compliance frameworks relevant to payments, particularly PCI DSS, tokenization, and data protection.

Job responsibilities

• Champion and drive the integration of new CCaaS and UCaaS partners, owning the rollout end-to-end and bringing partners and internal teams together to deliver successful launches.
• Work closely with the core product team and your Lead Product Manager to shape integration plans (including timelines, milestones, and risk considerations) and tailor strategies that align with partner capabilities and market demands.
• Own the product backlog for the growth team, writing up and refining tickets with engineering, telephony architects and other technical stakeholders as needed.
• Manage and enhance relationships with existing partners to optimize product distribution and performance, and drive continuous improvement of integration processes based on partner feedback and metrics.
• Work with product and product marketing leadership to identify trends and opportunities in the partner ecosystem, and prepare regular performance reports highlighting successes, gaps, and recommendations.
• 25 days holiday, rising to 28 days per annum with length of service
• Medical, dental and optical insurance cover
• Option to either work in our Ipswich office, or from home (or both!)
• An exciting and flexible working environment surrounded by friendly and committed co-workers
• Electric Vehicle Scheme incentive
• “Work from anywhere” 2 weeks per year policy
• Reward, benefits and wellbeing hub (offering support, discounts, cashback and savings)
• Training and development opportunities
• Ad-hoc team events, incentives and competitions

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