Senior Product Manager (CPaaS)

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.

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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.