Senior Product Manager (Connectors)

Vonage Communications APIs: 

As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.

Why this role matters:

The Senior Product Manager for Connectors sits within the Partnerships Product Team and is responsible for turning Vonage capabilities into successful connectors on partner platforms and marketplaces.

This role focuses on service support and customer engagement ecosystems such as Zendesk, ServiceNow, Intercom, Genesys, NICE, and Talkdesk. You will own these connectors from ideation through launch and subsequent iterations, ensuring they are not only technically strong but also commercially successful. A key part of the role is identifying gaps in partner capabilities and filling those gaps with differentiated Vonage powered connectors.

Your key responsibilities:

Market research and partner and customer interface

• Work closely with customers that use platforms such as Zendesk, ServiceNow, Intercom, Genesys, NICE, and Talkdesk to understand their workflows and translate these into connector opportunities.

• Engage with partner product and marketplace teams at these platforms to understand their roadmaps, certification requirements, and commercial programs, and use this insight to shape Vonage connector strategy.

• Map customer journeys and identify gaps or friction in partner native capabilities that can be solved using Vonage APIs and services.

• Analyse competitive connector offerings on these platforms to define clear and differentiated value propositions for Vonage connectors.

• Work with prospective customers and sales teams on opportunity discovery and solution shaping where connectors are key to winning or expanding business.

Product life cycle management

• Own the product strategy, vision, and roadmap for Vonage connectors into Zendesk, ServiceNow, Intercom, Genesys, NICE, and Talkdesk from concept through launch and ongoing enhancement.

• Act as a business analyst for connectors, capturing and structuring requirements from internal stakeholders such as sales, partnerships, revenue assurance, tax, finance, operations, support, architecture, and security, as well as from partner programs.

• Write clear product requirements, user stories, and acceptance criteria for engineering teams and ensure delivery of robust, secure, and maintainable connectors.

• Lead iterative improvements to connectors using customer feedback, partner input, usage data, and competitive insights, and keep a living roadmap for each connector.

• Develop or contribute to product collateral such as solution overviews, FAQs, configuration guides, and customer success stories.

Go to market and revenue generation

• Collaborate with Marketing, Sales, Partner teams, and Business Operations to define and execute go to market strategies for each connector and platform.

• Define commercial models for connectors that align partner marketplace rules with Vonage revenue and margin objectives, including packaging and pricing.

• Shape and support joint value propositions and campaigns with partners, including listings, launch activities, and ongoing marketing initiatives.

• Equip Partnership Sales and regional sales teams with positioning, playbooks, demos, and training so they can effectively sell and upsell using connectors.

• Define and track key performance indicators such as installs, active customers, usage, pipeline influence, and revenue, and use these metrics to drive prioritisation and investment.

What you'll bring:

• Bachelor’s Degree in Engineering, Computer Science, Business, or a related field, or equivalent practical experience.

• 5+ years of product management experience in a high technology B2B environment such as SaaS, CPaaS, customer experience platforms, or enterprise software.

• Proven experience building, managing, or launching connectors or apps for service support or contact center platforms, ideally including Zendesk, ServiceNow, Intercom, Genesys, NICE, or Talkdesk.

• Experience integrating with APIs and working with internal systems such as CRM, billing, provisioning, or support tooling.

• Experience working closely with sales and partnership teams to define offers, build go to market plans, and support strategic deals.

• Strong analytical skills with experience interpreting data and user feedback to drive decisions and prioritisation.

• Excellent written and verbal communication skills.

• Ability to work effectively in cross functional and geographically distributed teams and manage multiple priorities from ideation through launch and continuous improvement.

How you’ll benefit:

• Private Medical Insurance

• Group Pension Plan

• Life Insurance and Group Personal Accident

• Ericsson Care Line (EAP)

• Discretionary Time Off (DTO)

• Volunteer Time (VTO)

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