Product Manager

Nasscomm; San Jose (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Nasscomm is seeking a Product Manager for Integrated Customer Experience (ICX) to enhance customer interactions through CCaaS solutions, particularly with Amazon Connect. In this role, you will collaborate with cross-functional teams and drive feature enhancements.

The ideal candidate will have over 6 years of IT experience, particularly in customer care technologies, and strong Agile experience. Excellent communication skills and the ability to thrive in a dynamic environment are essential.

Qualifications

• 6+ years of IT experience, with 4+ years as a Product Manager.
• Experience supporting contact center or customer care technologies.
• Hands-on experience with CCaaS platforms, preferably Amazon Connect.

Responsibilities

• Act as a customer advocate, translating business needs into scalable solutions.
• Define and document product requirements, user stories, and acceptance criteria.
• Own and manage the product backlog and sprint planning.

Skills

Product Management

CCaaS solutions

Communication

Agile methodologies

Stakeholder management

Tools

Jira

Confluence

Job description

We are looking for a Product Manager – Integrated Customer Experience (ICX) to help define, deliver, and enhance customer and agent experiences across phone, chat, and contact center platforms. This role will focus on CCaaS solutions, with a strong emphasis on Amazon Connect, working closely with Business, IT, Engineering, and Operations teams in a fast-paced, enterprise environment.

What You’ll Do

• Act as a customer advocate, translating business needs into scalable CCaaS solutions.
• Define and document clear product requirements, user stories, and acceptance criteria.
• Own and manage the product backlog, including prioritization, grooming, and sprint planning.
• Partner with Engineering, QA, and business teams on delivery, UAT, bug review, and RTB enhancements.
• Drive feature enhancements and operational improvements across Amazon Connect–based platforms.
• Produce and maintain system documentation, data flows, and functional designs.
• Quickly identify issues, assess impact, determine required resources, and take ownership to drive resolution end to end.
• Provide Level 3 end-user support as needed in partnership with the Production Support team.
• Support service management activities, including incident triage, change management, and release coordination.
• Communicate effectively with stakeholders and negotiate priorities using structured reasoning and data.

What You Bring

• 6+ years of IT experience, with 4+ years as a Product Manager.
• Experience supporting contact center or customer care technologies (phone, chat, chatbots, AI, Email).
• Hands‑on experience with CCaaS platforms, preferably Amazon Connect (Genesys, Ring Central or LivePerson a plus).
• Strong experience writing user stories, functional requirements, and acceptance criteria.
• Solid understanding of Agile/Scrum methodologies.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to thrive in a fast-paced environment with changing business requirements.

Nice to Have

• Enterprise-scale CX or ICX platform experience
• Familiarity with Jira, Confluence, or similar tools