Research Manager, Global CPaaS

Overview

About the Role & Team
IDC is seeking a Research Manager to lead and grow its global CPaaS (Communications Platform-as-a-Service) research and advisory practice. This individual will shape IDC's perspective on API-driven communications, customer engagement platforms, and their convergence with contact center and UC&C ecosystems. The role requires a strong understanding of network APIs, conversational messaging, developer requirements, and the emerging role of GenAI and agentic AI in transforming enterprise communications.

The position involves data-driven market analysis, regular writing on industry developments, thought leadership on emerging trends, creation of custom deliverables for specific clients, and advisory engagements with telecom operators, CPaaS providers, and technology vendors on growth strategy, market positioning, and ecosystem development. Our collaborative, innovative, and entrepreneurial culture is the perfect place for you to discover your future. Join IDC, the premier global provider of market intelligence, advisory services, and events for the technology industry, and help shape how the world understands where communications technology is headed next.

What You’ll Do

Own, develop, and deliver market intelligence supporting IDC's global CPaaS research and advisory practice, covering API-driven communications and customer engagement platforms Track and analyze key industry trends, including network APIs, conversational messaging, developer requirements, and the impact of GenAI and agentic AI on enterprise communications Monitor the convergence of CPaaS with adjacent domains such as contact center and unified communications & collaboration (UC&C) ecosystems Shape the models to size and forecast the CPaaS market and related communications services Author syndicated and custom research reports on broad market trends and specific vendor offerings within the CPaaS space Advise telecom operators, CPaaS providers, and technology vendors on growth strategy, market positioning, and ecosystem development Analyze primary and secondary data to develop a data-driven, well-supported point of view on market direction Collaborate with analysts across IDC's broader coverage areas — including enterprise communications services, network infrastructure, cloud, and AI — to deliver cross-domain insights Build and maintain relationships with analyst relations partners and product/marketing leaders at technology vendor clients Support related consulting engagements and custom research projects Attend and/or present at relevant vendor, industry, and IDC events as required as a CPaaS subject matter expert Contribute written and social media coverage of CPaaS-related news, vendor developments, and market events

What You Bring

• Bachelor's degree required; advanced degree (e.g., MSc) a plus, particularly in telecommunications or related technical field
• 5–10 years of relevant CPaaS experience with demonstrated expertise in areas such as network APIs, conversational messaging or related technologies
• Familiarity with the role of GenAI and agentic AI in communications and customer engagement use cases
• Strong quantitative and qualitative (narrative) research skills, including data modeling and market sizing
• Excellent written and verbal communication skills, with the ability to translate complex technical trends into clear, actionable insight for clients
• Self-driven, with strong initiative, adaptability, and problem-solving ability
• Ability to travel as needed (approximately 15–20%) for client meetings, vendor briefings, and industry events
• Work Model: 100% Remote

Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with…