Product Manager

Responsibilities:

Product Ownership And Strategy:

• Acts as a customer advocate, translating business needs into scalable CCaaS solutions.
• Defines and documents product requirements, user stories, and acceptance criteria.
• Owns and manages the product backlog, including prioritization, grooming, and sprint planning.
• Drives feature enhancements and operational improvements across Amazon Connect-based platforms.

Delivery And Execution:

• Partners with Engineering, QA, and business teams to support delivery, UAT, defect management, and run-the-business (RTB) enhancements.
• Produces and maintains system documentation, including data flows and functional designs.
• Identifies issues, assesses impact, and drives end-to-end resolution with appropriate stakeholders.
• Provides Level 3 support in collaboration with Production Support teams.

Service Management And Operations:

• Supports incident management, change management, and release coordination activities.
• Ensures smooth operation and continuous improvement of contact center platforms.

Stakeholder Management And Communication:

• Communicates effectively with stakeholders across business and IT teams.
• Negotiates priorities using data-driven decision-making and structured reasoning.

Education:

• Bachelor s degree in Information Technology, Business, or a related field preferred.

Required Skills And Experience:

• 6+ years of IT experience, including 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.
• 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 work effectively in a fast-paced and dynamic environment.

Preferred Qualifications:

• Experience with alternative CCaaS platforms such as Genesys, RingCentral, or LivePerson.
• Experience with CRM integrations.
• Exposure to enterprise-scale CX or ICX platforms.
• Familiarity with Agile tools such as Jira and Confluence.

Soft Skills:

• Strong analytical and decision-making abilities.
• Ability to manage competing priorities and deliver results under pressure.
• Collaborative mindset with strong cross-functional coordination skills.