Dialer Platform Product Manager

Miratech; Brighton; Hybrid; GBP 70.000 - 110.000; Vollzeit

Benefits dieser Stelle

Health insurance

Language courses

Relocation program

Remote work options

Professional development opportunities

Zusammenfassung

Miratech is seeking a Product Manager to shape and enhance a cloud-based customer engagement platform used in large-scale service operations. You will translate business goals into feature requirements, manage backlogs, and drive data-driven improvements across global operations.

Collaborating with Technology, Operations, Analytics, and external partners, you will prioritize enhancements, participate in Agile ceremonies, and support end-to-end delivery.

Qualifikationen

• 6+ years of experience in Product Management, Business Analysis, Project Management, or related discipline.
• Experience working with Five9 Cloud.
• Knowledge of outbound dialing technologies, predictive, preview, and progressive dialing.
• Experience with CRM integrations, IVR, call routing, or workforce optimization platforms.
• Understanding of contact center KPIs (connection rates, occupancy, AHT, abandon rate).
• Familiarity with Agile methodologies (writing user stories, backlog management, sprint ceremonies).
• Experience working with cross-functional teams (Product, Technology, Operations, Vendors).
• Proficiency with Jira, Azure DevOps, Confluence or similar tools.

Aufgaben

• Support the Product Manager in executing the product roadmap for the Five9 Dialer platform.
• Partner with Operations, Technology, Workforce Management, Compliance, Risk, and Analytics to gather requirements and define enhancements.
• Translate business requirements into user stories, acceptance criteria, and backlog items.
• Participate in Agile ceremonies (planning, refinement, reviews, retrospectives).
• Coordinate delivery of new features, enhancements, upgrades, and production releases.
• Support UAT, defect triage, production validation, and release readiness activities.
• Monitor product performance and metrics to improve dialing strategies and agent experience.
• Collaborate with Five9 and internal partners to troubleshoot issues and support platform stability.
• Assist with new dialing capabilities, automation, integrations, and workflow improvements.
• Develop product docs, guides, release communications, and training materials.
• Analyze feedback to guide future roadmap opportunities; ensure regulatory and security compliance.

Kenntnisse

Product Management

Five9 Cloud

Dialer technologies

CRM integrations

Agile methodologies

Jira/Azure DevOps/Confluence

Cross-functional collaboration

KPIs & analytics

Tools

Five9 Cloud

Jira

Azure DevOps

Confluence

Power BI

Tableau

SQL

Excel

Jobbeschreibung

Miratech is seeking a Product Manager to shape and enhance a cloud-based customer engagement platform used in large-scale service operations. You will translate business goals into feature requirements, manage backlogs, and drive data-driven improvements across global operations.

Collaborating with Technology, Operations, Analytics, and external partners, you will prioritize enhancements, participate in Agile ceremonies, and support end-to-end delivery.