Product Manager

ACL Digital; Austin (TX); Hybrid; USD 90,000 - 120,000; Full time

Job summary

A leading technology firm is seeking a Senior Technical Analyst to drive the strategy and execution for their customer service platform with a focus on AI for M&A initiatives. The ideal candidate will have over 5 years of product management experience, particularly with CCaaS platforms like Genesys Cloud, and a strong background in AI and automation to enhance customer experience. This hybrid role requires a deep understanding of contact center operations and key metrics.

Qualifications

• 5+ years of experience as a Product Manager, preferably in enterprise B2B or B2C software.
• Strong experience with CCaaS platforms, specifically Genesys Cloud.
• Experience building products leveraging AI and machine learning.

Responsibilities

• Drive strategy and execution for our customer service platform.
• Leverage AI and automation for seamless customer experiences.
• Understand core contact center operations and key performance metrics.

Skills

Product Management

Artificial Intelligence

Machine Learning

Conversational AI

Strong hands-on experience with CCaaS

Tools

Genesys Cloud

Job description

Title: Product Manager, Customer Service

Location: Austin, TX (Hybrid 3days onsite)

Duration: Long Term

Description

We are seeking a dynamic and experienced Senior Technical Analyst to drive the strategy and execution for our customer service platform for M&A initiatives, with a strong emphasis on Artificial Intelligence. You will be at the forefront of innovation, defining how we leverage AI and automation to create seamless, intelligent, and efficient customer experiences.

Required Qualifications

• 5+ years of experience as a Product Manager, with a focus on enterprise B2B or B2C software.
• Strong, hands-on experience with a leading Contact Center as a Service (CCaaS) platform, specifically Genesys Cloud. This includes a deep understanding of its routing, IVR, Chatbot and API capabilities.
• Demonstrated experience building and launching products that leverage AI, machine learning, or conversational AI technologies.
• Deep understanding of core contact center operations, agent workflows, and key performance metrics (e.g., AHT, CSAT, FCR).