Brookwood Recruitment Ltd
Product Manager – Contact Centre & Unified Comms
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Product Manager – Contact Centre & Unified Communications
Location: London (hybrid)
Salary: Up to £95,000 + Annual Bonus + Excellent Benefits
Type: Permanent
The Opportunity
Our client is undergoing a major digital transformation and is investing heavily in modernising customer engagement across multiple service channels. They are looking for an experienced Product Manager to lead the development of a next-generation unified communications platform, enabling colleagues to deliver seamless customer support across voice, video, chat and digital channels.
This is an exciting opportunity to shape a greenfield product that will transform how customer service teams engage with customers.
Key Responsibilities
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- Own the product roadmap and backlog for colleague-assisted customer servicing channels.
- Lead the delivery of a unified communications platform spanning telephony, live chat, video and digital messaging.
- Translate strategic objectives into clear product priorities and delivery outcomes.
- Work closely with engineering, architecture and operational teams to deliver secure, scalable solutions.
- Balance customer experience, technical priorities, regulatory requirements and commercial objectives.
- Define KPIs and success measures including customer outcomes, operational efficiency and colleague adoption.
- Manage cross-functional dependencies and remove delivery blockers.
- Use customer insights and operational data to continually improve assisted customer journeys.
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About You
You'll ideally have:
- Experience as a Product Manager or Product Owner within a complex, regulated environment.
- Experience delivering customer contact centre or unified communications platforms.
- Knowledge of telephony, contact centre technologies, APIs and systems integration.
- Experience working with Agile delivery teams.
- Strong stakeholder management and prioritisation skills.
- An understanding of AI-enabled customer service, voicebots or conversational AI would be advantageous.
- Excellent communication skills with the ability to influence technical and business stakeholders.
Apply today for immediate consideration!
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