Evolve IP, one of the leading cloud strategy providers and Forbes’ “One of the Best Places to Work for 2018” is looking for the perfect Contact Center & Unified Communications (UC) Product Specialist. The ideal candidate will be the lead resource for developing new products and managing existing products.

In this role, the ideal fit will manage omni-channel contact center features and functionality. Product Specialists are responsible for knowing the contact center market, competitive offerings, and solutions used in contact centers daily. This role will work with software development and engineers to craft new solutions and features on our platforms. This role also manages existing solutions to enhance, upgrade, or end of life applications.

Evolve IP offers our proprietary contact center, along with Agent and Supervisor applications, CRM / App Integrations, Reporting and Business intelligence, Call Recording, IVR, WFM and more. The Product Specialist must be able to articulate technology and product positioning to both business and technical users. The best candidate must be able to identify technical issues of assigned accounts to assure complete customer satisfaction through all stages of the product lifecycle. Finally, the perfect fit must be able to establish and maintain strong relationships with sales and ensure a proper handoff to project management, engineering and support personnel.

Responsibilities

  • Develop and manage contact center products from R&D cycle through Generally Available
  • Follow a defined process for rolling out new products and upgrading existing products
  • Lead teams to bring new products and features to market
  • Think creatively to offer new technologies, package solutions, and creatively price products
  • Work with teams to perform application upgrades and releases
  • Draft customer communications and internal communications with release notes
  • Responsible for representing Evolve IP product to customers and at field events such as conferences, seminars, etc.
  • Report on new product penetration rates and product financials
  • Conduct functional and technical discoveries with potential clients
  • Proactively answer product questions from sales and sales engineers
  • Able to travel a few times annually

Qualifications

  • The ideal candidate must be self-motivated with a proven track record in new product development.
  • 2-5 years of experience in developing and managing products for contact center, call center, and/or unified communications.
  • The qualified candidate is a “thinker” that looks at products and solutions from many perspectives- the market opportunity, new sales, implementation, support, competition, scalability, and execution.
  • Comfortable gathering teams of employees to communicate the progress of product development, overcome challenges, identify risks, and meet goals
  • Ideal candidate owns all aspects of the product and figures out ways to solve problems and figures out solutions as changes or issues arise
  • Must possess strong presentation skills and be able to communicate professionally
  • Organized using JIRA as our product development methodology using a template process
  • Must be prepared for moderate travel (2-3 trips per month of 1-2 days)

Key Performance Indicators:

  • Product Roadmap (PRM)
  • New Product Sales
  • New Overall MRR Sales for UC & Contact Center

Join Us

From a team dedicated to building a rewarding work environment to unlimited education opportunities to being named one of the top places to work in the country. We’re excited to hear from you.