Call Center Product Manager

    • Job Tracking ID: 512052-708989
    • Job Location: New York, NY
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Years of Experience: 5 - 7 Years
    • Starting Date: ASAP
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Job Description:

About Ribbon:

Ribbon Communications is a company with two decades of leadership in real-time communications. Built on world class technology and intellectual property, the company delivers intelligent, secure, embedded real-time communications for today’s world. The company transforms fixed, mobile and enterprise networks from legacy environments to secure IP and cloud-based architectures, enabling highly productive communications for consumers and businesses. With 64 locations in 27 countries around the globe, the company’s innovative, market-leading portfolio empowers service providers and enterprises with rapid service creation in a fully virtualized environment. The company’s Kandy Communications Platform as a Service (CPaaS) delivers a comprehensive set of advanced embedded communications capabilities that enables this transformation. To learn more, visit

Position Title:   Kandy Wrappers Product Manager

Location: Teleworker - US/Canada only (New York preferred)

About Kandy Wrappers

Kandy provides SDKs and APIs to embed real-time communications (RTC) into consumer and business applications. However, not all Communication Service Providers (CSP) have a developer team or resources to leverage the APIs and SDKs to provide custom applications to the users. Sometimes, they just want to be able to choose a pre-built functionality and resell it or inject it into a website with minimal customization. For those CSPs that are more used to deploy products than building apps, Ribbon has created Kandy Wrappers.

Kandy Wrappers are pre-packaged, fully functional software applications that you can deliver standalone or insert into your website or application to endow it with embedded real-time communications capabilities. Kandy Wrappers allow CSPs to accelerate their time to market by significantly reducing their implementation efforts and costs.

To learn more, visit:


About the Role

Kandy is growing, and we’re looking for an experienced Product Manager who can work collaboratively with current small Kandy Wrapper product team, large Ribbon partners and sales teams to help define customer requirements, define product features and improvements, manage deployment, prepare marketing materials and demos, and drive strategy and direction for Kandy Wrappers as it continues to grow across industry verticals and channels. Great opportunity to participate in many aspects of product life cycle from development to support.

The successful candidate will have experience managing all aspects of a product, as well as possessing exceptional customer-facing communications and presentation skills with experience leading discussions and managing customer engagements.  Responsibilities will include:

  • Conduct software research and competitive analysis research
  • Product Manager duties for new customers and new products for existing customers
  • New customer onboarding and support of existing customers, working with Ribbon support and customers
  • Testing and troubleshooting of customer issues and support tickets
  • Powerpoint presentations for new products, prospective customers, demos, GTM, etc
  • Excel product and customer mathematical modeling
  • Create and manage Wrapper demos (Live Support, VA and Voice AI)
  • Work with Ribbon sales, Ribbon trials, and prospective customers on Wrapper demos
  • Conduct first demos with prospective customers
  • Update user guides, training and marketing materials
  • Write Epics/requirements for feature improvements and new products
  • Conduct wrapper training with Ribbon employees and customers

We expect you to be able to work and communicate across organizations at all levels, and where teams and individuals are distributed globally.  It is particularly important that you have experience leading cross functionally with customers, engineers, operations, support teams, etc.  

Experience and Skills:

Required experience:

  • 5 years experience in software product management / product leadership roles, with a track-record of delivering quality, highly-reliable products
  • Strong sense of ownership and accountability - own the roadmap and content prioritization for your products.  Be able to communicate both the business and technical rationale behind your product decisions.
  • Adaptable – you’re always accepting of input/feedback, you learn from mistakes, and you admit to what you don’t know
  • Collaborative approach - With the R&D, release planning, and DevOps teams to plan and coordinate Agile sprints across multiple product domains
  • Focus on customer success
  • Able to communicate ideas succinctly and effectively
  • Affinity for the end user, and experience working closely with UX designers to define the customer/end-user journey and buy-flows
  • Proven track record of balancing long-term strategic thinking with tactical execution of multiple development plans
  • We work in a fast-paced environment, and you need to keep perspective, defuse tension and broker compromise when needed.

Relevant experience:

  • Telecommunications and SaaS experience (preference towards experience in UCaaS, CPaaS, STaaS/SBCaaS, and IP Telephony).


Please Note:

'All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.'

US Citizens and all other parties authorized to work in the US are encouraged to apply.