Product Manager
iTech US, Inc.
Dice Job Match Score™
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Job Details
Skills
- PRODUCT MANAGER
- ICX
- CCAAS
- AMAZON CONNECT
Summary
Position: Product Manager
Location: San Jose, CA Duration: 8+ Months contract
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
- 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
- CRM integration experience
- Enterprise-scale CX or ICX platform experience
- Familiarity with Jira, Confluence, or similar tools
Education: At least a bachelor s degree (or equivalent experience) in Computer Science, Software/Electronics Engineering, Information Systems, or closely related field is required
- Dice Id: 80181903
- Position Id: 306IT_1021
- Posted 1 day ago
Company Info
iTechGRC enables businesses to collect and integrate risk, compliance, audit, and third-party vendor data across the organizational silos to derive actionable business intelligence. We are a part of iTechUS, Inc, which has been there for over 20 years and is a leading business growth solutions provider. The team has transformed over 500 companies in every industry, focusing on performance, reliability, security, flexibility, and cost-efficiency.
We established iTechGRC to provide and implement the next generation of integrated risk management solutions that utilize the latest technology to help you achieve risk and compliance objectives. Guided by the vision of our Chairman and Chief Executive Officer, Kishore Khandavalli, we go beyond standard checklist activities and instead employ a targeted and tailored approach for the unique GRC needs of each customer.
