About the Role
Aloware is looking for a Product Manager to own the roadmap and execution for AI-powered voice experiences in a modern contact center environment. You’ll turn ideas into production features that real teams depend on every day, working at the intersection of AI agent capabilities, calling workflows, and customer-facing outcomes.
This is not a “big company, long release cycle” PM role. You’ll work with a small, senior team, ship iteratively, and stay close to the details—defining the problem, writing clear specs, partnering with Tech Leads on trade-offs, and ensuring what we ship works in production. You’ll be a clear, calm communicator with internal stakeholders and external audiences.
Responsibilities
- Own the roadmap and outcomes for AI-powered voice experiences in our CCaaS platform—prioritize what to build, define trade-offs, and drive measurable improvements in call quality, reliability, and adoption.
- Lead end-to-end delivery of core voice capabilities and AI agent experiences; define “done,” acceptance criteria, rollout plans, and ensure what we ship works in real customer environments.
- Turn strategy into crisp artifacts (PRDs/specs/user stories), align with Tech Leads on scope and sequencing, and communicate clearly with executives and customer-facing teams throughout build → launch → iteration.
- Run customer discovery and synthesis (calls, pilots, support data, transcripts) to validate problems, refine requirements, and keep the roadmap grounded in real workflows.
- Define product requirements for identity, access, and integrations across Aloware and third-party systems (e.g., secure auth patterns, permissions boundaries, and data flow expectations).
- Define integration-ready events, payloads, and key data points for call lifecycle + outcomes, plus supported downstream actions, to enable consistent third-party and internal integrations.
- Establish success metrics and feedback loops (quant + qual), run experiments, and iterate quickly based on production learnings.
- Partner with Operations/Compliance to ensure experiences align with carrier requirements, consent best practices, and regional constraints—then bake those constraints into product flows and defaults.
Requirements
- 2+ years of experience as a Product Manager shipping production voice or telephony products (CCaaS, UCaaS, or voice AI) in a fast‑moving, agile environment.
- Direct experience launching AI‑driven features in production (LLMs, TTS/STT, retrieval/KB, prompt design, latency and quality trade‑offs, vendor/model evaluation).
- Demonstrated track record of end‑to‑end delivery: clarifying scope, unblocking engineering, managing dependencies, cutting scope, and shipping iteratively at startup pace.
- Excellent written and verbal communication skills: you write crisp PRDs, document and explain trade‑offs to stakeholders, and present product decisions to customers and partners.
Nice to Have
- Experience with contact center (CCaaS) or communication platforms, including understanding of common KPIs and workflows.
- Familiarity with compliance and carrier constraints (e.g., consent flows, regional calling rules, carrier registration and verification).
- Experience shipping voice/calling features with providers like Twilio (call routing, transfers, voicemail/answering behavior, call quality/latency considerations).
- Experience defining integration-ready data and workflows between communication platforms and CRMs/help desks/ops tools (events + payloads, identifiers, permissions, webhooks, and reliable sync patterns).
Team & Working Style
Small team, high ownership, high standards. At Aloware, we’re pushing the boundaries of AI and voice in customer communication. You’ll work directly with engineering and product leadership, move quickly, and see your work ship to real customers — not sit in a backlog.
We’re remote‑friendly with US time zone overlap, offer competitive compensation, and value builders who are pragmatic, curious, and biased toward action. If you’re excited about AI, voice systems, and shipping production software at startup speed, we’d love to hear from you.
With a global team spanning 15+ countries we value and celebrate diversity where every individual feels empowered to contribute their unique talents, ideas, and experiences, driving our global success
**Role open and available for Latam and Europe remote ONLY**
