Product Manager – AI-Driven CCaaS & Contact Center

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

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.