Supervisor (Product Management)

Product Strategy & Ownership

• Own the product vision, strategy, roadmap, prioritization, and product lifecycle.
• Translate customer-engagement and contact-center problems into scalable product capabilities and clear requirements.
• Define MVPs and releases based on customer value, market needs, technical feasibility, and commercial priorities.
• Maintain a clear distinction between reusable product capabilities, configuration, integrations, and customer-specific requirements.
• Own the product from discovery through delivery, launch, adoption, and continuous improvement.

Customer Engagement, CRM & Contact-Center Domain

• Bring strong practical understanding of CRM, Customer Interaction Management (CIM), contact-center, CCaaS, telephony, and omnichannel environments.
• Understand how customer interactions, cases, customer context, routing, agent workflows, and interaction history move across enterprise systems.
• Define how the product should integrate and coexist with customers’ existing CRM, CIM, contact-center, and customer-service technology stacks.
• Work with customers and technical teams to identify integration requirements, system-of-record boundaries, data flows, handoffs, and operational dependencies.
• Understand contact-center operating models, including self-service, assisted service, routing, escalation, agent handoff, quality, and performance management.
• Evaluate ecosystem and platform capabilities to identify where Raya Nexus should integrate, complement, or differentiate rather than unnecessarily replicate existing functionality.

Conversational, Voice & Generative AI

• Define product capabilities for natural customer interactions across voice and digital channels.
• Work closely with AI teams on conversational orchestration, LLM-based capabilities, knowledge and retrieval, speech technologies, context management, and AI-assisted workflows.
• Understand key Voice AI components such as speech-to-text, text-to-speech, latency, interruption handling, turn-taking, language and dialect support, and call-flow behavior at a product level.
• Define requirements for conversation quality, escalation and human handoff, guardrails, observability, analytics, and continuous improvement.
• Identify where generative and agentic AI creates meaningful customer and business value while maintaining appropriate enterprise controls and human oversight.
• Define measurable product outcomes across customer experience, containment, resolution, operational efficiency, quality, and adoption.

Integrations & Enterprise Architecture

• Partner with Engineering and Solution Architecture on APIs, events, webhooks, authentication, data flows, and enterprise integration patterns.
• Define integration requirements with CRM, CIM, contact-center, telephony, ticketing, knowledge, identity, and back-office systems.
• Understand enterprise deployment considerations including cloud, private cloud, on-premises, security, availability, scalability, and data residency.
• Ensure integrations are designed as reusable product capabilities and connectors wherever possible rather than one-off customer development.
• Work with technical teams to define clear ownership and boundaries between Nexus capabilities and third-party platforms.

Product Discovery & Customer Understanding

• Conduct discovery with enterprise customer-service, contact-center, digital, operations, and technology stakeholders.
• Understand current customer journeys, contact reasons, channel behavior, operational pain points, agent workflows, and technology constraints.
• Translate customer feedback into reusable product insight rather than individual customer features.
• Validate product concepts and workflows with customers and users.
• Monitor customer-engagement, contact-center, CRM, conversational AI, and enterprise AI market developments.

Delivery & Execution

• Define product requirements, user stories, acceptance criteria, and expected product behavior.
• Own backlog prioritization and release scope.
• Work closely with AI Engineering, Software Engineering, Design, QA, and Delivery throughout implementation.
• Manage dependencies, product decisions, and trade-offs during development.
• Define launch readiness and monitor product performance after release.

Commercial & Go-to-Market Support

• Partner with Business Development, Sales, and Presales on strategic customer opportunities.
• Support customer discovery, demonstrations, pilots, RFPs, and solution discussions where required.
• Help commercial teams understand product capabilities, integration requirements, positioning, and product boundaries.
• Support the definition of pilot and production success criteria.
• Use commercial and customer insight to inform the roadmap without turning the product into customer-specific development.
• 4+ years of Product Management experience, preferably in B2B or enterprise technology.
• Strong experience with CRM, Customer Interaction Management (CIM), contact-center, CCaaS, customer-service, or omnichannel platforms.
• Practical understanding of contact-center technology and operating environments, including telephony, routing, channels, agent workflows, and enterprise integrations.
• Experience working with multiple CRM, CIM, contact-center, or customer-engagement platforms and understanding how they integrate within enterprise environments.
• Experience with Conversational AI, Voice AI, Generative AI, virtual assistants, or adjacent AI products.
• Experience working closely with Software Engineers, AI Engineers, Solution Architects, and technical teams.
• Strong understanding of APIs, integrations, data flows, and enterprise software concepts.
• Strong ability to translate complex customer and operational problems into scalable product capabilities.
• Experience owning products from discovery and strategy through delivery and iteration.
• Strong analytical, stakeholder-management, and communication skills.