Sr. Call Center Product Manager

Job#: 3010499

Job Description:

** If you are qualified and interested in applying for this role, please email your resume to Nicole Rosipal at **

Job Title: Sr. Call Center Product Manager

Industry: Financial Services

Contract term: 12 months - potential to extend or convert

Location: San Antonio, TX (preferred), Phoenix, AZ, or Colorado Springs, CO

On site expectation: 4 days on site, 1 day remote

Rate: up to $95/hr.

Job Summary:

Our client is seeking a seasoned Senior Product Manager to lead initiatives within their Contact Center Technologies domain. This role is ideal for a strategic thinker with hands-on experience in product management, especially within technical ecosystems supporting call centers. You'll be responsible for driving the discovery, delivery, and performance of digital and technology products that enhance customer and internal user experiences.

This is a high-impact opportunity to shape the future of contact center operations through innovative product strategies, cross-functional collaboration, and data-driven decision-making.

Key Responsibilities:

Lead product discovery and delivery efforts using human-centered design and agile methodologies.

Translate customer needs and business goals into actionable product initiatives and roadmaps.

Collaborate with stakeholders across UX, technology, operations, and marketing to bring products from concept to market.

Develop business cases and hypotheses to support product initiatives.

Monitor and report on product performance using KPIs and KRIs.

Identify opportunities for improvement through data analysis and industry research.

Communicate complex concepts clearly to both technical and non-technical audiences.

Stay current on trends and best practices in contact center technologies and digital product management.

Required Qualifications:

Bachelor's degree OR 4 additional years of relevant experience in lieu of a degree.

4+ years of experience in technology product management.

Experience in strategy, planning, innovation, user experience, analytics, or process engineering.

Familiarity with Agile methodology.

Strong communication and stakeholder management skills.

Preferred Qualifications:

2+ years of experience managing products within contact center environments.

Technical understanding of:

• Voice technologies (IVR, call routing, call recording)
• Quality Monitoring (call transcription, QA, coaching)
• Workforce Management systems (e.g., NICE WFM, Genesys Decision tools)

Experience with SDLC, DevOps, and SRE best practices.

Prior experience in insurance or financial services contact channels.

Exposure to AI-driven solutions in contact center environments.

Portfolio and program management experience.

Tools & Technologies

Candidates with experience in the following tools and platforms will be highly valued:

Workforce Management (WFM): NICE WFM, Genesys Decision Tools

Voice & Call Routing: IVR systems, call recording platforms

Quality Monitoring: Call transcription tools, QA/coaching platforms

Agile & DevOps: Jira, Confluence, CI/CD pipelines, SRE frameworks

AI & Automation: Conversational AI, intelligent routing, predictive analytics

General Contact Center Technologies: Any platforms supporting member conversation services, contact routing, or performance optimization

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.