Telephony Product Expert

Job title: Telephony Product Expert

• Location: Hyderabad
  
  

Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.

Our mission is to bring health in people’s hands by making self-care as simple as it should be. For half a billion consumers worldwide – and counting.

At the core of this mission is our 100 loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.

B Corp certified in multiple markets, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com.

About The Job

Our team

Our team is engaged in designing, delivering and supporting Digital Tech Services for all CHC worldwide.

We deliver our solutions in a highly competitive market answering FMCH needs and sometimes supporting regulated environments (GxP, SoX and other regional or local regulations).

Our team operates in an international context, serving all markets in most of the countries around the world.

Digital Technology & Architecture organization encompasses following capabilities: Integration, Enterprise Architecture, Cloud engineering, Platform Engineering (e.g. DevOps & related framework), Platforms (ServiceNow, Observability, Chatbots, SAP, Commercial, RPA, …), Digital Workplace and more “classical” infrastructures (hosting, servers, …).

Digital Workplace & Facilities team manages all Digital Workplace capabilities (all devices, collaboration, communication, printing, software management & deployment, …) and makes the bridge between global standards designed by global infrastructure & workplace teams and their implementation on our 60+ sites (incl. 12 plants) across the globe.

Are you passionate about providing exceptional Digital Workplace services that serve all our users every minute of their daily work? Influencing the way our associates collaborate and communicate? Join us as a Senior Collaboration Product Owner within our Digital Workplace & Facilities crew!

As part of the Collaboration team, you will manage the following capabilities:

• Telephony / Enterprise Voice. Own enterprise telephony across PBX and Microsoft Teams Phone, including architecture, dial plans, voice routing, number management, carrier connectivity and end-user voice services. Lead transformation topics such as SIP trunking, Direct Routing / Operator Connect, SBC integration, emergency calling and resilience.
• Contact Center. Support and evolve contact center capabilities and integrations with enterprise voice platforms, including IVR / auto-attendants, call queues, routing, reporting, service levels and carrier interoperability, as well as AI-enabled capabilities such as conversational AI, virtual agents, agent assist / copilot, transcription / summarization, speech analytics, intelligent routing, quality management and workflow automation.
• Digital Signage. Own the digital signage capability across sites, currently based on Comeen Play, covering operations, governance, content scheduling, device monitoring, access management, analytics and secure integrations.
  
  

We are looking for a senior Product Owner with strong expertise in telephony, PBX and enterprise voice, able to lead these services end to end while also owning the related contact center and digital signage capabilities.

• Bring hands-on expertise across enterprise telephony, PBX, Teams Phone, SIP trunking, carrier interconnect, contact center and digital signage, including delivery of telephony and digital signage migrations and carve-out transitions.
• Design scalable solutions for the carve-out context, including target architecture, migration, coexistence, interoperability, resilience and security by design.
• Build robust operating models for Run and Continuous Improvement, covering service ownership, support processes, SLAs, vendor governance and lifecycle management.
• Manage capabilities as products using KPIs, analytics and user feedback to improve adoption, service quality and business value.
• Analyse incidents, requests, usage, call quality and screen uptime to drive improvements, cost-effectiveness and automation.
• Drive product strategy with vendors, carriers and partners, and translate it into change, communication and adoption plans.
• Build roadmaps with key dependencies across network, identity, endpoint management and cybersecurity where they support voice and signage services.
• Develop stakeholders communication & engagement on products in scope (how-to, quick wins, roadmaps, perspectives, voice of the customer, …) and ensure adoption of the products
• Ensure documentation of all decisions, process, ways of working, knowledge, etc… linked to products in scope
  
  

About You

Technical background required

• Bachelor’s degree in computer science, Information Technology, or related field, with various proven experiences in international context across global organizations
• 6+ years of proven experience building and managing telephony, enterprise voice, digital signage or closely related collaboration products in a global environment, including telephony and digital signage migrations and carve-out programs, with strong exposure to end-user services, operational excellence and senior-level product ownership.
• Strong expertise in telephony, PBX and enterprise voice, including Teams Phone / Enterprise Voice, SIP trunking, SBCs, dial plans, voice routing, number management, emergency calling, and contact center capabilities such as call queues / auto-attendants, AI-enabled virtual agents, agent assist / copilot, transcription / summarization, speech analytics, intelligent routing, quality management and platform integrations, as well as digital signage platforms such as Comeen Play.
• Good understanding of adjacent domains such as network, identity and endpoint management as they impact voice, contact center and digital signage services.
  
  

Soft Skills Required

• Proven experience working in global virtual teams and international matrix environment
• Ability to design architecture and automate for the products in scope
• Collaborate with teams and build through co-creation
• Ability to document & present technical concepts to any type of audience
• Team player, taking into account other’s responsibility and supporting them
• Structured and having a project mindset (planning, action plans, documentation, communication, meeting minutes, …)
• Ability to take the lead & ownership (e.g. to find a solution, propose new idea and execute them, …), even in unclear situations. Contribute to clear the unclear
• Strong communication, problem-solving and interpersonal skills, ability to pick things up quickly and connect information, with attention to details
• Agile and continuous improvement mindset, with critical-thinking and root-cause-analysis paradigms
• Curious, open-minded, « out of the box » thinking.
• Why us?
  
  

At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.

We Are Challengers.

We Are Dedicated To Making Self-care As Simple As It Should Be. That Starts With Our Culture. We Are Challengers By Nature, And This Is How We Do Things

All In Together: We keep each other honest and have each other's backs.

Courageous: We break boundaries and take thoughtful risks with creativity.

Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity.

Radically Simple: We strive to make things simple for us and simple for consumers, as it should be.

Join us on our mission. Health. In your hands.

www.opella.com/en/careers