Description

Lead the development and optimization of customer communication platforms, focusing on Twilio and IVR integration.

Define and own the product roadmap for Twilio-based communication solutions. Translate business requirements into technical specifications and user stories. Design, implement, and optimize IVR flows using Twilio Studio or custom APIs. Monitor and improve call quality and customer experience using Twilio Insights. Manage the product backlog by prioritizing items based on business value and technical feasibility. Act as the primary liaison between engineering teams, business units, and external vendors.

Responsibilities

• Define and own the product roadmap for Twilio-based communication solutions.
• Translate business requirements into technical specifications and user stories.
• Design, implement, and optimize IVR flows using Twilio Studio or custom APIs.
• Monitor and improve call quality and customer experience using Twilio Insights.
• Manage the product backlog by prioritizing items based on business value and technical feasibility.

Required Skills

• 15+ years of experience in a Technical Product Owner or similar role within SaaS or telecom.
• Hands-on experience with Twilio APIs, Twilio Studio, and Twilio Insights.
• Deep understanding of IVR systems, call routing, and customer engagement workflows.
• Proven ability to integrate Twilio services including Voice, Messaging, and SIP.
• Strong stakeholder management skills with the ability to manage complex requirements.
• Experience working in Agile environments.

Preferred Skills

• Experience with Agile/Scrum methodologies and tools such as Jira and Confluence.
• Familiarity with telecom protocols like SIP and WebRTC.
• Knowledge of cloud platforms including AWS and Azure.

Key Skills

Education

Any Graduate