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Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Job Description
Senior Product Manager – CPaaS
Location: Bengaluru / Gurgaon
Department: Product Management
Job Summary:
We are seeking an experienced Senior Product Manager to lead the development and execution of our CPaaS Voice Solution on a global scale. As the Senior Product Manager, you will define the product roadmap, oversee the delivery of features, and manage cross-functional teams to ensure the successful launch and growth of our voice services platform. You will be responsible for creating innovative voice communication solutions that meet the needs of global enterprises, developers, and customers, while ensuring scalability, reliability, and compliance.
Key Responsibilities:
- Define and drive the product strategy for the CPaaS voice solution, ensuring alignment with company goals and market trends.
- Develop and maintain a detailed product roadmap based on market research, customer feedback, and competitive analysis.
- Set priorities for the development of features, enhancements, and infrastructure improvements.
- Work closely with engineering, design, and operations teams to define technical requirements and ensure successful execution of voice-related modules such as Voice API, call routing, recording, and security.
- Collaborate with cross-functional teams to design, develop, test, and launch new features and improvements.
- Own the end-to-end lifecycle of new product features, from concept to deployment and post-launch optimization.
- Conduct competitive analysis and market research to identify new opportunities for product development.
- Gather and prioritize customer requirements by working closely with sales, marketing, and support teams.
- Translate customer needs into product specifications and actionable features.
- Ensure the platform meets global compliance and regulatory requirements such as STIR/SHAKEN, GDPR, CCPA, and E911.
- Work with telecom carriers and legal teams to manage regulatory aspects, number provisioning, and porting services for different regions.
- Focus on scaling the voice platform globally, ensuring low latency, high availability, and fault tolerance.
- Serve as the primary point of contact between stakeholders, including engineering, marketing, sales, customer support, and external partners.
- Communicate product updates, roadmap changes, and timelines with transparency to internal teams and customers.
- Ensure a smooth collaboration between teams and resolve roadblocks during the product development process.
- Track and analyze key performance indicators (KPIs) such as usage, call quality, latency, and user engagement.
- Utilize analytics to drive product decisions and improve the platform’s performance, reliability, and scalability.
- Collect and analyze user feedback, usage patterns, and market trends to continuously refine the product.
- Work with the finance and business development teams to define pricing models for voice services, including pay-as-you-go, subscription, and enterprise plans.
- Develop features that enhance the monetization potential of the voice platform, such as premium services, enterprise-grade features, and partner integrations.
- Focus on building a developer-friendly platform, with comprehensive API documentation, SDKs, and tools for seamless integration.
- Partner with developers to improve the user experience of APIs and dashboards for easier deployment and management of voice services.
- Oversee the creation of self-service tools and portals for number provisioning, call tracking, and analytics.
Key Qualifications:
Education:
- Bachelor's degree in computer science, Engineering, Telecommunications, or a related field. An MBA or advanced degree is a plus.
Experience:
- 7+ years of experience in product management, with at least 5+ years in a CPaaS (Communication Platform as a Service), telecom, or VoIP environment.
- Proven experience managing voice or communication products, with a deep understanding of voice APIs, SIP trunking, PSTN, and global telephony regulations.
- Experience in working with cloud platforms (AWS, GCP, Azure) and telecom technologies (SIP, RTP, SRTP, WebRTC).
Skills:
- Strong technical knowledge of voice communication technologies, including VoIP, SIP, and WebRTC.
- Excellent understanding of global regulatory requirements (STIR/SHAKEN, GDPR, E911) and telecom compliance issues.
- Ability to lead cross-functional teams, manage complex projects, and deliver on product timelines.
- Proficient in data analysis, with the ability to derive insights from customer usage patterns, call metrics, and performance data.
- Strong communication and stakeholder management skills, with experience working with engineering, marketing, sales, and operations teams.
Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.
Sprinklr Gurugram, Haryana, IND Office
DLF City Phase 3 Rd, Ambience Island, DLF Phase 3, Sector 25A, Gurugram, Haryana, India, 122002
