Overview
On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 12 Month(s)
Skills
Product Manager
Contact Center
Genesys
Five9
NICE
Twilio
Talkdesk
AI/ML
Job Details
Role: Product Manager Contact Center Technologies
Location: Parsippany, NJ (onsite)
Key Responsibilities
- Own the product roadmap for contact center platforms, including voice, chat, IVR, AI/ML, workforce management, and omnichannel solutions.
- Gather and prioritize product requirements from internal stakeholders and external customers.
- Define and document product specifications, user stories, and acceptance criteria.
- Collaborate with engineering and QA to ensure timely and high-quality delivery of features.
- Evaluate and manage integrations with third-party contact center technologies (e.g., Genesys, Five9, NICE, Twilio, Talkdesk).
- Stay up-to-date with contact center trends, compliance standards, and emerging technologies such as AI-powered agents and conversational analytics.
- Partner with operations teams to ensure product usability and effectiveness in real-world contact center environments.
- Monitor key product KPIs, customer feedback, and system performance to inform product enhancements.
- Conduct competitive analysis and recommend strategic product directions.
Required Qualifications
- 4 8 years of experience in Product Management, with at least 2 years focused on contact center technologies.
- Strong understanding of customer service workflows, contact center operations, and omnichannel support platforms.
- Proven track record of delivering enterprise-grade software solutions in fast-paced environments.
- Familiarity with platforms such as Genesys, NICE, Twilio, Cisco, Avaya, or similar.
- Experience working closely with engineering, UX, and cross-functional business teams.
- Excellent communication, documentation, and stakeholder management skills.
- Strong analytical and problem-solving capabilities.
- Bachelor s degree in Computer Science, Business, or a related field.
Preferred Qualifications
- Experience with AI/ML in contact center use cases (e.g., sentiment analysis, virtual agents).
- Background in enterprise SaaS or customer experience technologies.
- Understanding of compliance and regulatory requirements in customer communications (e.g., PCI, HIPAA).
- Agile or Scrum certification is a plus.
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Asher Williams
Desk: 2o1.497.1o1o X:1o5 | Direct: 551.272.o129
asher (at) pullskill dot com
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