Product Manager 2 — OmniChannel Media Transport Platform (Voice & Digital Channels)

As a Product Manager 2, you will own the media and channel transport infrastructure that powers every customer conversation flowing through Exotel — from a live voice call hitting a voicebot, to a customer DMing a brand on Instagram or WhatsApp. This is a deeply technical PM role sitting at the intersection of telephony infrastructure, real-time media, and digital messaging protocols. You will be the bridge between the CX/voicebot interface and the underlying SIP/RTP/physical media stack on one side, and the Exotel Messaging Framework (XMF) that unifies social and messaging DMs on the other. This role demands a strategic thinker, a meticulous planner, and an effective team leader who can align product development with organizational goals — while being comfortable going deep into telco and media protocol detail when needed.

Scope of Ownership

• Voice Media & CX-to-Voicebot Interface: Own the product surface connecting the Customer Experience layer to voicebots — call setup/teardown, audio routing, media negotiation, and real-time signal quality. Working knowledge of SIP (signaling), RTP (media transport), codecs, jitter/packet loss, and physical media/PRI-SIP trunking is expected

• Digital Messaging via XMF: Own the Exotel Messaging Framework (XMF) — the digital counterpart to voice — that abstracts and unifies inbound/outbound DMs across social and messaging channels (WhatsApp, Instagram, etc.) into a common conversational construct, enabling parity of bot/agent experience across voice and digital.

Key Result Areas (KRAs) and Key Performance Indicators (KPIs)

Product Life Cycle Management

Strategy, Planning, and Development

• Develop and execute a strategic product roadmap for the module that aligns with organizational goals across both voice and digital channels.

• Ensure timely delivery of features and releases (e.g., new channel integrations on XMF, SIP/RTP enhancements for quality) meeting or exceeding customer expectations.

• Conduct revenue impact analysis for each product enhancement, targeting a percentage increase in revenue.

Platform Reliability & Media Quality

• Define and own SLAs/SLOs for call setup success rate, media quality (MOS, jitter, packet loss), and message delivery reliability across XMF channels.

• Partner with telco/network engineering to reduce latency and improve barge-in/turn-taking accuracy, both of which are directly governed by underlying SIP/RTP behavior.

Customer Satisfaction and Engagement

NPS (Net Promoter Score)

• Objectively increase NPS for customers.

Efficiency in Addressing Customer Product Requests

• Improve efficiency in addressing customer product requests (e.g., new channel asks, call quality escalations) within SLA.

Monthly Active Users (MAU) / Active Conversations

• Increase MAU and active-conversation volume across voice and XMF-enabled digital channels through customer/sales engagement and product strategies.

Onboarding Optimization

• Reduce the cost and time for customer onboarding onto new channels (voice trunking setup, new DM channel activation on XMF) for the self-served product.

Market Research and Innovation

• Stay updated on telco/CPaaS and conversational-AI market trends (SIP trunking providers, CCaaS players, messaging API ecosystems like WhatsApp Business Platform, Meta Messaging) and conduct regular competitive analysis.

Innovative Business Ideas/Features

• Propose and implement innovative features that improve voicebot media quality (e.g., adaptive codec selection, edge media routing) and expand XMF's channel coverage.

Pricing and Competition Research

• Conduct thorough pricing and competition research for voice media and messaging/DM modules, including telco/carrier cost structures and per-channel messaging economics.

Must-Have Skills & Experience

• Working understanding of SIP (call signaling, INVITE/ACK/BYE flows, trunking), RTP/RTCP (real-time media transport, codecs, jitter buffers), and basic physical media/telco concepts (PRI, PSTN interconnects, carrier routing).

• Familiarity with how media consumers work (speech-to-text streaming, barge-in) and how SIP/RTP behavior impacts responsiveness.

• Exposure to messaging/social APIs (WhatsApp, Instagram/Facebook Messaging) and how a unifying framework like XMF abstracts these into a single conversational construct.

• 4–7 years of product management experience, with at least 2 years in telephony, CPaaS, CCaaS, or messaging infrastructure products.

• Strong cross-functional collaboration skills — this role works closely with telco/network engineering, voicebot/AI teams, and digital channel/messaging engineering simultaneously.

• Comfortable reading protocol-level logs/traces (SIP ladder diagrams, packet captures) when triaging quality issues, even if not writing the fixes yourself.

Nice-to-Have

• Prior experience with WebRTC, media servers (FreeSWITCH, Asterisk, Kamailio), or CPaaS platforms.

• Experience building or managing a messaging abstraction layer across multiple social/DM channels.