Product Manager - Unified Communications & Contact Centre
Wavenet is seeking a Unified Communications & Contact Centre Product Manager to take ownership of the full lifecycle of our UC & CC portfolio.
This is a high-impact, commercially focused role responsible for shaping product strategy, driving innovation and ensuring competitive positioning across our UCaaS, CCaaS, SIP and voice services portfolio.
You’ll work cross-functionally with Sales, Commercial, Engineering, Operations and Vendor Alliances teams to define, develop and grow market-leading solutions. You’ll also partner closely with external vendors and suppliers to enhance and future-proof our portfolio.
This role is ideal for someone who thrives in a fast-paced, evolving environment and enjoys translating technical capability into clear customer value.
What You’ll Be Doing
Product Strategy & Roadmap
- Own the product vision and roadmap for Wavenet’s UCaaS, CCaaS, SIP and voice portfolio
- Drive strategy across platforms including 8x8, TeamsLink, AudioCodes Live, Zoom, Content Guru, Five9 and inbound services
- Monitor market trends, competitor activity and customer insight to inform product evolution
- Ensure solutions remain competitive, scalable and commercially viable
Product Development & Innovation
- Lead full product lifecycle from concept to launch and optimisation
- Define requirements for TeamsLink enhancements, CCaaS integrations, compliance recording and cross-platform capabilities
- Collaborate with engineering and ecosystem partners (e.g. Microsoft and CCaaS vendors) to deliver roadmap priorities
- Drive innovation across Microsoft ecosystem partnerships and AI-assisted CX capabilities
Commercial Ownership
- Own portfolio performance and commercial success
- Develop pricing models, licensing structures and bundled propositions in partnership with Commercial
- Enable Sales teams through training, proposition development and competitive positioning
- Support go-to-market activity with Sales and Marketing
Vendor & Partner Management
- Manage strategic vendor relationships across the UC & CC ecosystem
- Lead joint roadmap and planning sessions
- Evaluate new technologies and integration opportunities
Customer & Operational Alignment
- Gather customer feedback and insight to prioritise enhancements
- Support strategic customer engagements where required
- Ensure service documentation, SLAs and onboarding processes remain robust and up to date
- Work closely with Operations to maintain service excellence
Qualifications
What We’re Looking For
Essential
- Proven Product Management experience within UCaaS, CCaaS or cloud communications
- Strong knowledge of Microsoft Teams Phone, Direct Routing, SIP and omni-channel CCaaS
- Experience with legacy voice systems (PBX, ISDN, PSTN)
- Commercial acumen with experience building business cases and pricing models
- Ability to translate technical solutions into compelling customer propositions
- Experience working cross-functionally in a matrix environment
Desirable
- Exposure to AI-driven CX tools (sentiment analysis, conversational AI)
- Understanding of telecoms regulatory frameworks (e.g. Ofcom, GDPR)
- Knowledge of Wavenet’s broader portfolio
Additional Information
Why Join Us?
We are committed to fostering an inclusive and diverse workplace where all team members feel valued and empowered. If you're passionate about technology and eager to contribute to a growing cybersecurity team, we want to hear from you!
At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team.
Rewarding your commitment with an additional day of annual leave each year, up to a maximum of 28 days.
Here’s a closer look at what we offer:
- Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
- Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
- Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.
Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team Natilla.Turner@wavenet.co.uk for more information.
Join a fast-growing tech company with a clear mission, where you'll work in a supportive team environment, enjoy real opportunities for career progression, and help shape the future of UK business communications.