Product Manager with Contact Center

Xyant Technology Inc; San Jose (CA); On-site; USD 114,000 - 277,000; Full time

Job summary

A leading technology company seeks a Product Manager to act as a customer advocate while collaborating with IT and business teams. The role involves developing IT solutions, managing customer engagement technologies, and driving efficiency through innovative processes. Ideal candidates should have extensive IT experience and deep knowledge of technologies related to customer care.

Qualifications

• 5+ years IT experience with 3 years as a Product Manager/BSA.
• Experience configuring and managing Customer Care technologies.
• Knowledge of SDLC and Scrum methodologies.

Responsibilities

• Advocate for customers and translate business needs into IT solutions.
• Develop business specifications for application enhancements.
• Quickly resolve technical problems and manage requirements.

Skills

Customer Advocacy

Problem Solving

Analytical Skills

Communication

Project Management

Education

BS/MS Information Systems, Computer Science

Job description

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We are looking for a Product Manager who can partner with IT and Business teams to understand business problems, develop and deliver the right technology solutions, and maintain existing technologies. You should have a deep understanding of channels like phone, chat, and contact Center technologies. You will also be responsible for implementing engineering solutions by working with vendors, system integrators, and other internal organizations. You will have a passion for technology, process, and efficiency, and have demonstrated a genuine sense of curiosity and a keen desire to work through complex technical challenges at enterprise scale. Your knowledge of the customer experience landscape and industry trends will be vital for this role.

What you’ll do:

• First, be a customer advocate. See every problem and our solutions through the eyes of our customers, whether internal or external.
• Understand and translate the business strategy, business goals and business processes into an IT solution.
• Research, analyse, and recommend solutions that meet the business needs for new projects.
• Analyse business requirements, explore and evaluate various options, configure the application to meet requirements, and coordinate testing with QA and User acceptance testers.
• Translate business architecture through the elicitation and definition of functional requirements.
• Produce system documentation and data flows.
• Quickly identify a problem and the resources required to resolve; take ownership and drive the problem to resolution.
• Develop business specifications for application development or enhancements, and be the key interface between users and engineers.
• Provide level 3 end user support as called upon by the Production Support Team.
• Manage requirements volatility, integrity, and continuity via change management and reprioritization, as well as work closely with Release Management.
• Use structured and disciplined approaches to solving technical problems.

What you need to succeed:

• Degree/Major: BS/MS Information Systems, Computer Science and/or related discipline
• 5+ years of overall IT experience. 3 years as a Product Manager/BSA in a similar environment
• 3+ years supporting customer care-related functions.
• 3 years of experience configuring and managing systems like Phones, Chat, chatbots, and AI Solutions.
• Experience in Amazon Connect, Genesys, or LivePerson would be preferable.
• Ability to communicate effectively and experience in documenting requirements and specifications are essential.
• Self-motivated and proven ability to work creatively and analytically in a problem-solving environment.
• Ability to balance multiple tasks/priorities, consistently meeting deadlines.
• Knowledge of SDLC and Scrum methodologies.
• Ability to build and manage cross-functional relationships.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Software Development

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