Senior Product Manager - (Omnichannel Analytics – Voice & Contact Center Data)

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

Senior Product Manager- (Omnichannel Analytics – Voice & Contact Center Data)

Why We Have This Role

• The Customer Care business is growing and transforming how organizations understand and improve customer experiences across all interaction channels. As a Product Manager focused on Omnichannel Analytics, you will lead the development of customer interaction analytics, with an emphasis on voice, and AI-driven insights
• Empower app and product teams to integrate reliable and trustworthy data-driven capabilities into their applications.
• Enable all brands to enhance customer experiences by providing accessible omnichannel understanding.

How You’ll Find Success

• Build a deep understanding of user personas and workflows, translating insights into clearly defined product specifications that align with the overall product strategy.
• Building empathy for core personas/users and translating this into product specification documents.
• Engage directly with customers, sales teams, and other stakeholders to identify product gaps, collect feedback, and drive feature adoption.
• Leverage both quantitative and qualitative data to inform your point of view and success metrics
• Clearly communicate product value and insights to diverse audiences, including customers, and go-to-market stakeholders.
• Communicating the value proposition to diverse audiences and collaborate on feature positioning.

How You’ll Grow

• By taking initiative and being adaptable in a dynamic environment.
• Through developing problem-solving skills and the ability to make data-driven decisions.
• By expanding your interpersonal skills and ability to influence across departments.

Things You’ll Do

• Lead the development of omnichannel customer interaction analytics, with a focus on voice and AI-driven insights.
• Define and drive the product roadmap for ingesting, analyzing, and surfacing actionable insights from contact center data.
• Collaborate with engineering, AI/ML, and speech engineering teams to build seamless integrations and customer-centric analytics solutions.
• Work closely with telephony vendors (Genesys, NICE, Twilio, Avaya, Cisco UCCE) to ensure effective data integration.
• Translate user personas and workflows into clear product specifications that align with the overall product strategy.
• Engage with customers, sales teams, and stakeholders to identify product gaps, collect feedback, and drive feature adoption.

What We’re Looking for on Your Resume

• Bachelor’s degree in Business, Marketing, Engineering, Computer Science, or related field.
• 3-4 years of experience in a product-related role, preferably in tech/software.
• 5-7 years of product management experience, preferably in contact center technology, unified communications, analytics, or CX platforms.
• Strong understanding of contact center data and voice analytics, including: Contact center infra and solutions, and AI-driven speech insights
• Experience building and scaling customer-facing analytics or AI-driven insights products.
• Ability to analyze and interpret data
• Self-motivated, well-organized, and detail-oriented with excellent verbal and written communication skills.
• Experience collaborating with engineering, AI/ML teams, and external partners (Genesys, NICE, Twilio, Avaya, Cisco, etc.).Experience working with Cloud-based or On-prem Contact Center infrastructure, including: CCaaS platforms, Workforce Management (WFM) solutions, ACDs (Genesys, NICE inContact, Five9, Avaya, Cisco UCCE), SBCs (Cisco, AudioCodes, Ribbon, Oracle SBC).
• Knowledge of telephony protocols (SIP, RTP, SIPREC, WebRTC) and their impact on call recordings and voice analytics.
• Experience leading AI-driven initiatives in contact centers, including speech analytics, predictive analytics, and real-time automation.
• Familiarity with compliance-driven analytics (PCI-DSS, GDPR, HIPAA) for voice and contact center data.

What You Should Know about this Team

• The product team is focused on providing solutions for large-scale organizational Reporting and Analytics capabilities, with an emphasis on text analytics and platform services
• The team works closely with brands and Fortune 100 companies to enhance customer and frontline experiences.
• The Customer Care business is growing and transforming how organizations understand and improve customer experiences across all interaction channels.
• This team will focus on ingesting, analyzing, surfacing insights from Omnichannel contact center data and drive action.

• Experience Bonus: Qualtrics offers US employees an annual $1,800 “experience bonus” to provide an experience they might not otherwise have—attend a sporting event or concert, travel somewhere new, or even support a nonprofit or infuse funds into a small business in your area.
• Learning and Development: All team members are encouraged to devote 10% of their time to personal learning and development.
• The satisfaction of empowering large networks through technology.
• The opportunity to work with a diverse range of influential brands.
• A role that encourages personal growth and initiative within a growing business area.