Product Specialist, Legacy Voice Churn Management

DUTIES AND RESPONSIBILITIES

• Owns and drives churn mitigation and retention programs for the legacy voice portfolio through proactive customer engagement and structured migration to SIP-based and IP voice solutions
• Identifies at-risk accounts and executes targeted retention, recovery, and migration strategies to protect and sustain revenue
• Leads legacy voice transformation programs, including migration from traditional voice platforms to SIP, Cloud Voice, and IP-based solutions in coordination with Sales, Pre-Sales, Network Operations and Delivery teams
• Develops retention offers, bundled solutions, and commercial strategies to defend at-risk revenue and improve customer retention
• Tracks and reports performance including churn, retention, migration conversion, and revenue recovery metrics

TECHNICAL COMPETENCIES

• Legacy voice — ISDN/PRI, traditional PBX, analog trunks
• Next-gen voice — SIP Trunking, Cloud Calling, UCaaS as migration targets
• Customer analytics — at-risk identification, retention modeling
• Save program design — playbooks, retention offers, executive escalations
• Migration program execution

QUALIFICATIONS

• Bachelor's degree in Engineering, Business, Information Technology, or any related course
• At least 5 years of experience in voice product management, customer retention, loyalty programs, lifecycle management, or enterprise sales within telecommunications, technology, or customer-centric industries
• Direct exposure to legacy voice and SIP-based services strongly preferred
• SIP, UCaaS, or Cisco or Zoom voice certifications preferred