About MaxContact

Founded in 2014, MaxContact was formed by a group of industry professionals looking to provide a better service and solution to meet changing market demands.
MaxContact is a CCaaS (Contact Center as a Service) engagement platform used by businesses to improve the lives of the employees and the clients that use the solution.
As one of the fastest-growing UK-based contact centre solutions on the market, offering a converged omnichannel platform with a service-first approach, we have big plans to grow in the coming years.

Market Opportunity

A vast of number of businesses require the need to engage with clients, from customer services and support to sales and more.
Modern CCaaS solutions offer true Omnichannel, with self-service, automation and Conversational AI all key components required to provide a great customer experience. AI is transforming customer service and there is a tremendous opportunity to grow in the UK, in Europe and internationally.

The contact centre market space in the UK is worth over £1bn in-licenses alone, with an estimation of over £2bn with additional consumption-based services.
In Q3 2023 we secured additional investment to accelerate our product roadmap and key strategic initiatives in AI. Our approach is one of ‘human centered AI’ to responsibly enhance creativity and improve productivity. We have recently released our first AI powered solution ‘Spokn AI’ and are working closely with clients to gather and respond to feedback, whilst executing on an exciting product roadmap that brings AI into all aspects of the contact centre.

The Team

With 65+ internal staff and being PE backed it is a time of exciting growth for the company. MaxContact is ambitious yet pragmatic; we want to become the challenger in a robust and mature marketplace, and to do that, we have to be agile and innovative. You will be part of the team where everyone has a voice and we succeed, fail and learn together. We trust our staff to do their best work and with a growth mindset we continually challenge the status quo and seek improvements. So, if you are looking for a role with a high degree of autonomy where you can really make a difference, then MaxContact could be the place for you.

About the Role

As a Product Manager at MaxContact you will be responsible for leading the strategy and development of our exciting new AI powered solutions.
You will work closely with the Engineering team, UX, our Product GTM team and most importantly our customers to drive an outcome based roadmap that helps our customers transform their Contact Centres and deliver exceptional customer experience.

The role requires an experienced product manager with good commercial acumen with a track record in delivering incremental value in SaaS products and growing a customer base. Ideally you will have a good knowledge of Contact Centre solutions and AI experience. What is essential is that you are a curious, passionate, highly motivated team player who loves learning and delivering great products that customers love.

We run continuous product discovery alongside implementation so that we are always grounded in what our customers needs are and exploring innovative ways to help them – we are always learning! As a Product Manager your responsibilities will include:

• Develop and execute the strategy for AI powered solutions
• Be a great product leader who is passionate about the solutions we are building for our customers
• Drive Product Discovery activities
• Work closely with Marketing to ensure we have a good awareness of external market data to gain insights that feed into our product roadmap
• Determine which outcomes we should target and in what order that will solve problems for our customers and drive new and incremental revenue
• Get out and establish good relationships with key UK based customers on a regular basis
• Own the product roadmap and product backlog; prioritising features, enhancements and bug fixes
• Work closely with the engineering team to ensure alignment with roadmap delivery
• Love data – we have a lot of data that can help to inform product decisions and we expect the PM to take advantage of this
• Focus on outcomes – shipping features is not success; we look for quantitative adoption and usage metrics and qualitative data to evaluate success
• Help to grow a product management function within the business
• Be innovative in your approach, using practices such as A/B testing and prototype experiments to fail fast and learn
• Continually look for ways in which our product team can improve through process, tools and technologies

Your Experience

• 5+ years Product Management / Product Owner experience
• Development of SaaS solutions in a fast paced environment
• Customer focused mindset – empathy and real understanding of customer needs and opportunities
• Experience working closely with development teams and collaborating across functions e.g. Sales, Marketing to take product to market
• Awareness and understanding of AI / LLM / Machine Learning and practical applications into product
• Passion for innovation and driving continuous improvement
• Team Player with excellent interpersonal skills; you should be able to negotiate and articulate your rationale behind product decisions to all levels of stakeholder
• Working in an agile environment with Scrum, Product Discovery techniques, story mapping skills
• Understanding and real world application of market research, competitor analysis and other techniques e.g. Kano model
• Exceptional analytical and problem-solving skills, with a data-driven approach to decision-making.

Benefits

• Holidays – 25 days of holiday (plus bank holidays) increasing up to 30 days
• Cycle to work scheme
• Birthday day off
• Pension
• Quarterly team socials and mixed team events
• Coffee/ Tea, fruit and other basic foods provided
• Salary sacrifice matched to pension (NI contribution)
• Employee perk scheme
• Free parking at the office
• Employee referral scheme
• Life insurance x4 salary (after 6 months)
• Enhanced sick leave
• Enhanced maternity and paternity leave
• A continual “shopping list” of benefits to be added as the success of the company continues