Senior Lead Product Manager - Contact Center Solutions

at Lumen in Dover, Delaware, United States

Job Description

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Lumen is currently seeking a Sr Lead Product Manager who will serve as the resident expert for the Contact Center product space. This role is one that requires collaboration, creativity and laser focus on listening and proactively solutioning for the customers. Many of the customers are internal stakeholders who work in Sales Overlay, Development, Marketing, Finance, etc. As you can imagine, this role is one that requires experience in the Contact Center world but also an ability to navigate many customers with varying needs and timelines.

This team is a collaborative powerhouse who knows how to get the work done but also can celebrate success, empathize when there are misses and always knows how to have a good time. If you are looking for a role that will challenge you to think outside of the possible and make the impossible – possible, it is time to join Lumen’s Product team. There has never been a time where such change, innovation and growth are happening and you are invited to be part of making amazing happen.

The Main Responsibilities

+ You will matche product features & functionality with available resources within IT, Operations, and Technology, while balancing the market needs & expectations.

+ You will guide and direct development experts within IT to ensure systems are properly built to meet product specifications.

+ You will evaluate and scrutinize the project plan and all product specifications for accuracy, completeness, and achievability.

+ You must be an expert in complex product design; must understand Lumen systems (or have ability to learn systems quickly), and must understand communications technologies.

+ You are a team leader that can cast vision, illustrate tactics/strategy, and hold team members accountable.

+ You will be responsible for managing partner relationships and ensuring that we always have a healthly communication loop.

+ You must be a corporate spokesperson, sales support expert, and teacher to our junior and senior product managers across all VPs and extending to other business units.

What We Look For in a Candidate

+ Bachelor’s degree or equivalent education and relevant experience

+ 5+ years of contact center experience and knowledge of leading providers of cloud based contact center services

+ 10+ years related experience

+ 8+ years w/Master’s degree or equivalent and relevant work experience preferred.

+ Working knowledge of contact center solutions providers like Gensys, Talkdesk, Cisco, etc.

What to Expect Next

Requisition #: 266163

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

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This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. ( We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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Job Posting: JC195055472

Posted On: Oct 16, 2021

Updated On: Nov 12, 2021